Sales & Service Support Executive (The Gardens Mall)

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

Sales & Service Support Executive (The Gardens Mall)

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

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

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)

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.