Sales and Service Support Assistant Manager, Singapore Changi Airport

MAIN DUTIES:

Back Office Customer Service Management


* Management and follow-up of Customer Requests and reservations
+ Product search: contacting other stores to request for transfers
+ Customer contact: updates on the customer's requests


* Management and follow-up of after-sales process
+ Manage the full back-office cycle of Hermes Care files for all kinds of aftersales requests (local, warehouse in France, for all kind of products),
+ Preparing aftersales parcels to be handed over to the stock team for shipping
+ Interface with clients to validate quotations and keep them informed on status updates
+ Note: product collection from the customer and remittance to the customer is done by sales teams


* Remote Sales / Phone Orders Management:
+ Product collection and isolation (in case of deferred shipment request)
+ Sales registration, following the procedure defined locally


* Service Performance monitoring:
+ Responsible for the performance of all operations-related services
+ Follows up KPIs and reports on a regular basis on the following services such as:
o Reservations: number of pending Reservations and available orders, average age (for instance, by salesperson and / or by métier), related potential turnover, conversion rate on the last month
o Customer requests: number of customer Requests created per week (for instance, by salesperson and / or by métier), success rate of product searches
o Aftersales: number of requests registered/closed by week / month and related turnover, number of pending files etc.
+ Client communication : complaint management (emails, letters

Business Control and procedures


* Till controls
+ Conduct regular random check on till opening to ensure procedures adhere to SOP
+ Be responsible for cash remittance (to the safe) Propose to handle by Supervisor/SSAs as Cisco will collect from 3 Stores.
+ Review and comment, when necessary, on till-related reports in the dedicated tool
+ Assist the stock team in reviewing and correcting negative stocks
+ Manage the store archiving for relevant documents, following the local and Group internal control rules
+ Be the store's key user and trainer on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue

Stock Team Management


* Stock Supervisor and Stock Team
+ To ensure the Stock Supervisor and Stock Team operate efficiently, accurately and in alignment with Store Commercial goals.
+ Support should be both operational and strategic, focusing on enabling smooth stock flow, minimizing errors and enhancing cross-team communication.


* Strengthen Daily Operations
+ Coordinate Stock Flow - Ensure smooth receiving, ch...