Senior Sales & Service Support Executive

Major 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 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

1. 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

• Regularly make an inventory and perform a stock take for store repairs

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

• 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 

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 

• At least 2 years of relevant experience in high-end fashion, luxury industry or in similar capacity

• Passion in retail industry with good selling skills 

• Likes fashion and appreciates quality products

• Fluent in English.  Additional languages spoken is a plus.

• Must be a good team player, pleasant, service oriented with good communication skills 

• Basic computer skills