Customer Service Manager
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Customer Service Manager at LUXASIA leads and develops the brand's customer service operations across channels (phone, email, live chat, social media, and other support channels), ensuring efficient resolution of enquiries and cases while meeting service levels. Drives customer-centric initiatives, establishes service standards, manages complaints and service recovery, and analyzes feedback to improve products and customer journeys. Leads and coaches the customer service team, supports recruitment and succession planning, and monitors KPIs (CSAT, response times, resolution rates, quality scores, productivity). Collaborates with Retail, Service Centres, Logistics, Commercial, Marketing, and Technical Support to ensure seamless experiences, supports product launches, and drives process improvement, quality assurance, and automation initiatives to enhance efficiency and service quality. Emphasizes a positive, customer-focused culture and adheres to company policies and compliance.
Required Qualifications
- Bachelor's Degree in Business Administration, Customer Service Management, Communications, or a related field.
- Minimum 5–8 years of experience in customer service, contact centre operations, customer experience, or service management.
- At least 2–3 years of people management experience leading customer service teams.
- Experience within the luxury, lifestyle brands, electronics, premium consumer brand, and retail industry is preferred.
- Do you have what it takes to succeed in a fast-paced and intense environment? Do you thrive on challenges? Do you want to bring innovative ideas to life? Are you keen to abandon the status quo, try new things, embrace failures as lessons, recover fast, yet always pursue excellence?
- If so, you are the one we are looking for. JOIN US and let’s grow together.
- Championing Diversity, Equity and Inclusion
- LUXASIA aspires to build a One Team of talents that reflects the diversity of the communities in our operating markets. LUXASIA is committed to providing
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