Sales & Service Support Executive, HSR

Join; Singapore; On-site; SGD 50,000 - 84,000; Full time

Job summary

Hermes Singapore (Retail) PTE LTD is seeking a Back Office Customer Service Manager to oversee customer contacts, complaints handling, and follow-ups across the store IT tools. You will partner with sales to streamline back-office processes and monitor service performance within the after-sales lifecycle.

The role emphasizes organization, reliability, and a customer-centric approach, with tasks spanning store administration, stock checks, and coordination with external agencies.

Qualifications

• 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.
• Fluency in English is mandatory (written and oral).
• Proficient with Excel / IT tools.

Responsibilities

• Back Office Customer Service management including handling customer contacts and complaints.
• Improve and monitor service-related operations and follow-up in store IT tools.
• Support sales teams and optimize store back-office processes.
• Store Admin tasks including staff rotas and external agency coordination.
• Organize office supplies, maintenance, and security coordination.

Skills

Customer service

Organized

Communication skills

Team player

Excel

IT tools

Tools

Excel

IT tools

Job description

• Legal Employer HERMES SINGAPORE (RETAIL) PTE LTD
• Posting Date 04/23/2026, 09:12 AM

Details of the job

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

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

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.