Sales & Service Support Executive - Singapore - Boissy Singapore
1 week ago
Description
General RoleOVERALL MISSION:
he/she is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and he/she supports the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations.
Main responsibilitiesMAIN DUTIES
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Back Office Customer Service Management
- _Management and follow-up of Customer Services _
- Manage services to customers (customer contact and complaints handling, followup in relevant store IT tools, etc.)
- Be responsible for the quality of followup for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up followup routines.
- Be a real partner to sales team to optimize and simplify the backoffice followup of those services
- Be responsible for the business performance of all servicerelated operations
- Monitor conversion rates and average durations for reservations and customer requests
- Monitor lead times at each relevant step of the aftersales & repair lifecycle
- Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
Internal Control and procedures
- _Till controls_
- Support on morning store opening (till opening, key checks etc)
- Supervise till closing with sales teams after the store has been closed
- Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
- Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
- Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
- Manage the store archiving for relevant documents, following the local and Group internal control rules
- Support sales teams towards a perfectly accurate use of their digital tools and be the store's key user on Servicerelated processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
Store Administration
- _HR & Store Team Administration_
- Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
- Coordinate with external agencies to plan external / temporary staff
- Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
- Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
- Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
- Followup general costs
- Be responsible for store daytoday maintenance (lighting, cleaning, access, security ): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
- Manage internal and external security agents
- Passionate about retail and luxury
- Significant previous experience in administrative / operations position, preferably in Retail environment
- Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
- Service
- Proficient with Excel / IT tools
- Team player first experience of management appreciated if supervising security and/or tailor and artisan
- Language requirements: fluency in English is mandatory (written and oral)
OVERALL MISSION:
he/she is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and he/she supports the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations.
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