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- Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools,
- Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests)
- Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
- Be responsible for the business performance of all service-related operations
- Monitor conversion rates and average duration for reservations and customer requests
- Monitor lead times at each relevant step of the aftersales & repair life cycle
- Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
- Support till activities only if needed
- Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
- Manage the store archiving for relevant documents, following local and group internal control rules
- Be responsible for the application of procedures related to internal control and health & safety
- Support sales teams through the use of digital tools and be the store's key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
- Assist in managing the staff rotas to optimize sales floor coverage
- Coordinate with external agencies to plan external / temporary staff
- Manage and organize internal communication
- Be responsible and supervise the allocation of staff uniforms
- Organize the supply of office stationery, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
- Follow-up on general costs
- Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely interventions
- Manage internal and external security agents
- Passionate about retail and luxury
- Significant previous experience in administrative / operations position, preferably in Retail environment
- Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
- Service and customer-oriented with excellent communication skills
- Proficient with Excel / IT tools
- Team player
- Language requirements: fluency in English is mandatory (written and oral)
Sales & Service Support Executive (19 months), HSR - Singapur, Singapore - Hermès
Description
MAIN DUTIES
1. Back Office Customer Service Management
Management and follow-up of Customer Services
Performance follow-up and continuous improvement on Customer Services
2. Internal Control & Procedures
Till Control
Stock Control
Compliance and knowledge on internal procedures
3. Store Team Administration
Store Admin
Store orders
MAINTENANCE & SECURITY
REQUIREMENTS & CAPABILITIES