Sales & Service Support Executive - Singapore - Boissy Singapore

Description

General Role


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.

Main responsibilities


MAIN DUTIES
-
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

- _Performance follow-up and continuous improvement on Customer 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)

- _Stock Controls_

• Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies

- _Compliance and knowledge on internal procedures_

• 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.

- _Store orders_

• 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

- _Maintenance & Security _(depending on stores, this responsibility can also be assigned to the Stock Manager)_

• 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

Profile

• 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

- and customer-oriented (internal and externa customers), with excellent communication skills

• 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)

A propos du groupe Hermès


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.

• Type de contrat:

CDI

• Pays:

Singapour

• Ville:

Singapore

• Travail:

Développement Vente & Support Retail

• Expérience:

Débutants acceptés

• Société:

Boissy Singapore