Job Opportunities API

LUXASIA is the leading and largest beauty omnichannel brand-builder of Asia Pacific. Since 1986, it has successfully enabled market entry and brand growth for more than 100 luxury beauty brands, like Albion, Aveda, Bvlgari, Calvin Klein, Creed, Diptyque, Hermes, La Prairie, Maison Francis Kurkdjian, Montblanc, Rabanne, Ferragamo, SK-II, and growing luxury lifestyle brands, like Dyson, Shark Ninja, Victorinox and Stokke. LUXASIA has established Joint Ventures with the likes of LVMH Group, Revlon (for Elizabeth Arden), Puig, Shiseido, and Orveon (for Laura Mercier).  The Group's integrated brand-building capabilities include luxury retail, online commerce, consumer marketing & analytics, and supply chain management. LUXASIA is powered by a diverse and dynamic #OneTeam of 2700 talents across a growing footprint of 15 markets.    Why Join Us?   At LUXASIA, we believe there is beauty within every talent – that is you.    We grow you by building your competencies and unleashing your potential. We have curated a vast portfolio of over 100 luxury brands across Asia Pacific and growing. Your work will enrich the lives of millions of consumers across the region. With us, you get to be an entrepreneur, running the business like it is your very own. We give you autonomy but not without guidance and genuine care. We are a diverse and inclusive team that is courageously innovative. Together as #OneTeam, we celebrate differences, embrace change, explore new ideas, take risks, fail fast, and drive results. While challenges at work are inevitable, the journey promises to be fulfilling.    With LUXASIA, an exciting career filled with robust professional growth awaits you. Isn’t that beautiful?      Position Purpose The Customer Service Manager is responsible for leading and developing the brand's customer service operations to deliver an exceptional end-to-end customer experience. The role oversees all customer service channels, including contact centre operations, customer enquiries, complaints resolution, after-sales support, and service recovery initiatives.      Responsibilities  1. Customer Service Operations  Manage day-to-day customer service operations across all customer touchpoints, including phone, email, live chat, social media, and other support channels.  Ensure customer enquiries and cases are resolved efficiently while meeting agreed service levels and quality standards.  Develop and implement customer service processes, policies, and best practices to improve operational efficiency and customer satisfaction.  Monitor workload distribution, service levels, and team productivity to ensure optimal resource utilisation.    2. Customer Experience & Service Excellence  Drive customer-centric initiatives to enhance overall customer satisfaction and loyalty.  Establish service standards and ensure consistent delivery of premium customer experiences across all channels.  Manage customer complaints, escalations, and service recovery cases with professionalism and urgency.  Analyse customer feedback and identify opportunities to improve products, services, and customer journeys.    3. Team Leadership & Development  Lead, coach, and develop the customer service team to achieve performance and service excellence goals.  Conduct regular performance reviews, coaching sessions, and training needs assessments.  Foster a positive, collaborative, and customer-focused team culture.  Support recruitment, onboarding, and succession planning for the customer service function.    4. Performance Monitoring & Reporting  Monitor key performa