Customer Service Manager

Luxasia Group; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

Luxasia Group is seeking a Customer Service Manager in Kuala Lumpur to lead and develop customer service operations. You will oversee all service channels to ensure exceptional customer experiences.

The ideal candidate holds a Bachelor's degree and has over 5 years of experience in customer service management. Responsibilities include managing operations, leading a team, and implementing best practices.

Join our dynamic team committed to excellence and inclusivity in the luxury brand sector.

Qualifications

• 5–8 years of experience in customer service management or contact centre operations.
• 2–3 years of team management experience.
• Experience in luxury or retail industries preferred.

Responsibilities

• Lead daily customer service operations across various touchpoints.
• Develop and implement customer service policies to enhance satisfaction.
• Monitor KPIs and prepare operational reports for management.

Skills

Leadership

Customer service operations

Communication

Problem-solving

Data analysis

Education

Bachelor's Degree in Business Administration or related field

Job description

LUXASIA is the leading and largest beauty omnichannel brand builder in Asia Pacific, serving 15 markets and partnering with over 100 luxury and lifestyle brands.

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

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.

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.

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.

Performance Monitoring & Reporting

• Monitor key performance indicators (KPIs) including customer satisfaction (CSAT), response times, resolution rates, quality scores, and productivity metrics.
• Prepare and present regular operational reports and customer insights to management.
• Identify trends, recurring issues, and improvement opportunities through data analysis.
• Develop action plans to address service gaps and improve performance outcomes.

Stakeholder & Cross‑Functional Collaboration

• Work closely with Retail, Service Centres, Logistics, Commercial, Marketing, and Technical Support teams to ensure seamless customer experiences.
• Act as the primary escalation point for complex customer issues requiring cross‑functional support.
• Collaborate with regional teams to implement customer service initiatives and best practices.
• Support product launches and business initiatives by ensuring customer service readiness.

Process Improvement & Quality Management

• Continuously review and improve customer service processes to enhance efficiency and service quality.
• Ensure adherence to company policies, procedures, and compliance requirements.
• Implement quality assurance programmes and monitor customer interactions to maintain service standards.
• Drive digitalisation and automation initiatives to improve customer experience and operational effectiveness.

Requirements

• 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.

Championing Diversity, Equity and Inclusion

LUXASIA is committed to providing equal employment opportunities to all individuals, regardless of their race, colour, religion, gender, sexual orientation, age, disability, nationality or ethnic origin, cultural background, social group, marital status, or any other characteristics as provided by law.