Sales & Service Support Executive (The Gardens Mall)

HERMES MAROQUINERIE-SELLERIE (HMS); Kuala Lumpur; On-site; MYR 33,000 - 67,000; Full time

Job summary

Hermes Maroquinerie-Sellerie (HMS) in Kuala Lumpur seeks an experienced administrator to manage back-office customer service, stock control, and store administration. You will coordinate customer service processes, support sales teams, and ensure efficient operations across the retail network.

The role requires solid organizational skills, attention to detail, and fluency in English. Experience with IT tools and Excel is preferred; daily operations include rostering, internal communications, and

Qualifications

• Significant previous experience in administrative / operations position, preferably in Retail environment.
• Organized, rigorous and reliable, able to manage work autonomously.
• Service and customer-oriented with excellent communication skills.
• Proficient with Excel / IT tools.
• Fluency in English (written and spoken).

Responsibilities

• Manage customer services and complaints handling across stores.
• Support back-office follow-up and order processing.
• Assist stock team with discrepancies and inventory checks.
• Train newcomers on processes and tools; support team.
• Coordinate staff rostering and store administrative tasks.
• Ensure compliance with internal procedures and health & safety.

Skills

Customer service

Organized

Team player

Communication skills

Fluent English

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)