E-Commerce Customer Service Executive

LUXASIA; Taguig; On-site; PHP 167,400 - 279,000; Part time

Job summary

LUXASIA is seeking a part-time E-commerce Customer Support Specialist to respond to chats and provide real-time assistance to customers during campaigns.

You will coordinate with internal teams to address order concerns, stay updated on brand promos and catalog, and help arrange special deliveries, claims, and returns while delivering the highest level of customer service. Strong written communication and the ability to multitask are essential.

Qualifications

• Fluent written and spoken English.
• Experience in e-commerce customer service is preferable.
• Able to handle multiple campaigns and schedules.
• Adheres to brand guidelines and product knowledge.

Responsibilities

• Respond to e‑commerce customer service chats.
• Provide real‑time responses to customers’ inquiries and concerns and propose additional products when appropriate.
• Assist in addressing customers’ order concerns and liaise with relevant teams until closed.
• Report customer concerns to marketplaces as needed.
• Remain up to date with brand campaigns, product catalogue, promos, and category trends.
• Aid the e‑commerce operations team in arranging special deliveries, filing claims, tracking returns, among others.

Skills

Communication skills

Writing skills

Coordination

Project management

Problem solving

Attention to detail

Beauty product knowledge

Multi-tasking

Time management

Job description

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, including Albion, Aveda, Bvlgari, Calvin Klein, Creed, Diptyque, Hermes, La Prairie, Maison Francis Kurkdjian, Montblanc, Rabanne, Ferragamo, and SK‑II. LUXASIA has established joint ventures with 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 2,700 talents across 15 markets.

Job Description

Part‑time role; specialized schedule to accommodate support needed during campaigns.

• Respond to e‑commerce customer service chats.
• Provide real‑time responses to customers’ inquiries and concerns and ensure the brand provides the highest level of customer service, proposing additional products to customers as deemed appropriate.
• Assist in addressing customers’ order concerns and liaise with respective teams until concern is closed.
• Report customer concerns to the marketplaces as needed.
• Remain up to date with brand campaigns, product catalogue, promo offers, and category trends.
• Aid the e‑commerce operations team in arranging special deliveries, filing claims, tracking returns, among others.

• Strong communication and writing skills.
• Good coordination and project‑management, and problem‑solving skills.
• Process attention to detail, beauty product knowledge.
• Quick learner with the ability to absorb extensive information on brand’s products and product offerings.
• Ability to multi‑task, prioritize and manage time effectively.

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 equal employment opportunities to all individuals, regardless of 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.