Senior Sales & Service Support Executive

Major Responsibilities:

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

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

Requirements & Capabilities:


* 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