Sales & Service Support Executive

HERMES SINGAPORE (RETAIL) PTE LTD; Singapore; On-site; SGD 29,000 - 42,000; Full time

Job summary

Hermes Singapore (Retail) Pte Ltd is seeking a contract-based Back-Office Customer Service and Store Administration role to support day-to-day operations within a luxury retail environment.

You will handle administrative tasks, customer service follow-ups, stock coordination, and internal process compliance while collaborating with the sales team to ensure smooth store operations in Singapore.

Qualifications

• Significant previous experience in an administrative/operations position, preferably in a retail environment.
• Organized, rigorous, and reliable with the ability to work autonomously and anticipate needs.
• Service and customer-oriented with excellent communication skills; fluent in English.

Responsibilities

• Back-office management for customer services, reservations, and requests, ensuring consistent excellence.
• Support till control, stock review, and adherence to internal procedures and safety rules.
• Assist store admin, staff rotas, vendor coordination, and general day-to-day office operations.

Skills

Excel

IT tools

Customer service

Organized

Team player

English fluency

Tools

Excel

IT tools

Job description

Job Overview

He/she is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and supports the Store Management in general administration in order to ensure smooth functioning and facilitate day-to-day operations.

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 the 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 after-sales & repair life cycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in the 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 of internal procedures

• Manage the store’s 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 rotas 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
• Follow-up on general costs

Maintenance & Security

• Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely intervention
• Manage internal and external security agents

Requirements & Capabilities

• Passionate about retail and luxury
• Significant previous experience in an administrative / operations position, preferably in a 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)
• Store-based environment
• 5-days work week with 3 Saturdays or Sundays off per month
• Working hours: 10 am to 7:30 pm
• Contract position for 4 months (June - Sept 2026)
• Only Singaporeans/PR will be considered