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
- 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
