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Urgent! Sales & Service Support Executive, HSR Job Opening In Singapore, Singapore – Now Hiring Hermès

Sales & Service Support Executive, HSR



Job description

Main Responsibilities

1.

Back Office Customer Service Management

Management and follow-up of Customer Services

  • 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 the sales team to optimize and simplify the back-office follow-up of those services

  • Performance follow-up and continuous improvement on Customer 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 after-sales & repair life cycle

  • Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in the store

  • 2.

    Internal Control & Procedures

    Till Control

  • Support till activities only if needed 

  • Stock Control

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

  • Compliance and knowledge of internal procedures

  • Manage the store's 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 

  • 3.

    Store Team Administration

    Store Admin

  • 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

  • Store orders

  • 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 

  • Maintenance & Security

  • Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely intervention

  • Manage internal and external security agents 

  • Requirements & Capabilities

  • Passionate about retail and luxury

  • Significant previous experience in an administrative / operations position, preferably in a 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)


  • Required Skill Profession

    Sales Representatives, Services



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