Sales & Service Support Executive (The Gardens Mall)

Roles & 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, etc.) 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 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 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
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 on internal procedures 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
3. Store Team Administration Store Admin Assist in managing the staff rota to optimize sales floor coverage Coordinate with external agencies to plan external / temporary staff Manage and organize internal communication Plan monthly staff roster 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 interventions Manage internal and external security agents Profile 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)