Sales & Service Support Executive, Singapore Airport

MAIN DUTIES

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) by setting up follow-up routines.
+ 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 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, 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 team after the store has been closed
+ Be responsible for accurate till controls and cash remittances
+ Review and comment all relevant reports related to till operations in the dedicated internal tool


* 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 Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
+ Be responsible for the application of procedures related to internal control and health & safety

Store Administration


* Store Team Administration
+ Manage the staff rosters to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
+ Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
+ Coordinate with external agencies to plan external / temporary staff


* 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
+ Follow-up general costs


* Maintenance & Security (depending on stores, this responsibility can a...