Luxury Retail Back-Office Sales & Service Executive

HERMES SDN BHD (PENANG); Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Hermès in Kuala Lumpur is seeking a Sales & Service Support Executive for The Gardens Mall to manage back-office customer service, handle inquiries and complaints, and support the sales team. You will ensure smooth operations, coordinate with internal teams, and uphold high service standards in a luxury retail environment.

The role requires strong organizational skills, a customer-oriented mindset, and proficiency with Excel/IT tools to support daily store administration and service processes.

Qualifications

• Fluent in English (written and spoken).
• Significant experience in administrative/operations role, preferably in retail.
• Organized, rigorous and reliable with autonomous work style.
• Service- and customer-oriented with excellent communication skills.
• Proficient with Excel and IT tools.
• Team player.

Responsibilities

• Back Office Customer Service Management and follow-up for customer services.
• Manage services to customers including contact and complaints handling, follow-up in store IT tools, etc.
• Be responsible for the quality of follow-up for all customer services (requests, special orders, reservations and wishes, remote sales, repair requests).
• Be a real partner to sales team to optimize 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 step of the aftersales & repair life cycle.

Skills

Fluent English

Excel

Job description

Hermès in Kuala Lumpur is seeking a Sales & Service Support Executive for The Gardens Mall to manage back-office customer service, handle inquiries and complaints, and support the sales team. You will ensure smooth operations, coordinate with internal teams, and uphold high service standards in a luxury retail environment.

The role requires strong organizational skills, a customer-oriented mindset, and proficiency with Excel/IT tools to support daily store administration and service processes.