Sales & Service Support Executive (The Gardens Mall)

Join; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Job summary

Join is seeking a proactive Store Admin to manage back-office customer service and day-to-day store operations in Kuala Lumpur. The role involves handling customer contacts and complaints, coordinating with sales, monitoring service performance, and ensuring compliance with internal control procedures.

Ideal candidates will have significant experience in administrative/operational roles within retail, be highly organized, and display strong communication skills in English.

Qualifications

• Significant previous experience in administrative / operations position, preferably in Retail environment.
• Organized, rigorous and reliable; able to work autonomously and anticipate.
• Service and customer-oriented with excellent communication skills.
• Proficient with Excel / IT tools.

Responsibilities

• Manage services to customers and handle complaints, with follow-up in store tools.
• Be a real partner to sales to optimize back-office follow-up of services.
• Monitor and improve conversion rates and lead times for reservations and requests.
• Assist stock team for stock discrepancies and negative stocks.
• Manage store archiving, internal control procedures and health & safety compliance.
• Support sales teams through digital tools and train newcomers on processes.

Skills

Retail admin

Operations management

Customer service

Excel / IT tools

Team player

English fluency

Tools

Excel

Job 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)