Sales & Service Support Executive

Posted: Wednesday, 03 September 2025
Valid Thru: Friday, 03 October 2025
Index Requested on: 09/03/2025 14:11:09
Indexed on: 09/03/2025 14:11:09

Location: Kuala Lumpur, 14, , MY

Industry: Advertising and Public Relations
Occupational Category: 13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME

Permanent, a division of Hermes, is hiring!

Description:

Roles & 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 conversion rates and average duration for reservations and customer requests
  • 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


2. 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

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
  • Assist in managing the staff rota to optimize sales floor coverage
  • Coordinate with external agencies to plan external / temporary staff
  • Manage and organize internal communication
  • Plan monthly staff roster

Store orders
  • 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


Profile
  • Passionate about retail and luxury
  • Significant previous experience in administrative / operations position, preferably in Retail environment
  • Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
  • Service and customer-oriented with excellent communication skills
  • Proficient with Excel / IT tools
  • Team player
  • Language requirements: fluency in English is mandatory (written and oral)

Responsibilities:

Please review the job description.

Educational requirements:

  • high school

Desired Skills:

Please see the job description for required or recommended skills.

Benefits:

Please see the job description for benefits.

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