CS Executive | Luxury Retail | No Shift Work

Role Overview
We are seeking a customer-focused and detail-oriented Customer Service Executive to deliver exceptional service experiences that reflect the values of a world‑class luxury brand. This role serves as a key touchpoint between the brand and its clients, ensuring every interaction is handled with professionalism, care, and discretion.

Key Responsibilities

• Act as the primary point of contact for customer enquiries via phone, email, and in person
• Deliver a consistently premium service experience aligned with luxury brand standards
• Handle product, after-sales, repair, warranty, and service-related enquiries accurately and efficiently
• Coordinate with technical, retail, logistics, and service center teams to resolve customer issues
• Manage customer complaints and complex cases with empathy, ownership, and timely follow-up
• Maintain accurate records of customer interactions, cases, and service requests
• Support service appointments, product handovers, and returns processes
• Assist with client relationship management and retention initiatives
• Ensure compliance with internal policies, brand guidelines, and data privacy requirements
• Contribute to continuous service improvement by providing customer feedback and insights

Requirements & Qualifications

• Diploma or above in Business Administration, Hospitality, or a related discipline
• 2-5 years of customer service experience, preferably in luxury retail, hospitality, watches/jewellery, or premium consumer goods
• Strong communication skills with a polished and professional manner
• Excellent problem-solving skills and attention to detail
• Customer-centric mindset with a passion for delivering exceptional service
• Ability to handle sensitive situations discreetly and calmly
• Proficient in MS Office and CRM systems
• Fluency in English is required; additional languages (e.g. Cantonese, Mandarin) are a strong advantage