Sales & Service Support Executive, HSR

HERMES MAROQUINERIE-SELLERIE (HMS); Singapore; On-site; SGD 52,000 - 78,000; Full time

Job summary

HERMES MAROQUINERIE-SELLERIE (HMS) is seeking a Back Office Customer Service Manager in Singapore. You will manage customer services, complaints, and follow-ups using store IT tools, ensuring quality in all requests, reservations, and repairs.

You will partner with the sales team to optimise back-office processes, monitor performance, and train staff on new tools and procedures while maintaining strict internal controls and stock coordination.

Qualifications

• Passionate about retail and luxury products.
• Significant experience in administrative/operations roles.
• Organized, rigorous and reliable, able to work autonomously.
• Service- and customer-oriented with excellent communication.
• Proficient with Excel and IT tools.
• Team player with store-based experience.
• Fluent English required (written and oral).
• 5-day work week with weekends off part of month.
• Working hours 10:00–19:30.

Responsibilities

• Manage customer services, including contact and complaints handling and follow-up in store IT tools.
• Ensure high quality follow-up for all customer services, reservations and repairs.
• Partner with sales to optimize back-office follow-up of services.
• Monitor business performance of service operations and improve processes.
• Track conversion rates and average duration for reservations and requests.
• Monitor lead times across after-sales and repair lifecycle.
• Challenge unnecessary service requests by sales to push product sales.
• Support till activities when needed; assist stock review and corrections.
• Maintain store archiving and compliance with internal procedures.
• Train newcomers on processes and tools; communicate new features.
• Coordinate staff rotas and external/temporary staff; manage internal communication.
• Oversee office supplies, maintenance, and security coordination.

Skills

Fluent English

Customer service

Communication skills

Organized

Autonomous work

Team player

Tools

Excel

IT tools

Job description

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