Retail Ops and Customer Service Executive - Bukit Merah - ref. v01700423

Focusing on Retail Ops and defining Good customer service to our customers, we are looking for a retail operations person to coordinate and response to matters of the boutiques and a customer care focused individual for a Retail brand.

• Daily interacting with B2C & B2B customers in response to product or customer service requests in a professional, accurate & timely manner.
• Responsibility for e-mail enquiries incoming through Salesforce , customer care hotline, live chat and other channels dedicated to B2C & B2B inquiries.
• Providing support and comprehensive information related to the after sales services (warranty and post-warranty terms, repairs’ status, estimations; spare parts’ availability and prices etc.) as well as the brand, collections and technical specifications

• Accountable for sales target achievement for Retail business expanding CRM and Sales.
• Monitor the sales targets to performance and other retail KPIs and propose timely action for review.
• Propose for timely action and see to implémentation for boutique retail coordination staff level
• Communicate with supplier/contractor for maintenance of the stores. Ensure housekeeping rules & regulations are being observed and carried out accordingly.
• Control visual merchandising in all stores and ensure it meets the VM guidelines. Execute change of window animation for all stores following the brand guidelines.
• Work closely with the marketing personnel to execute and ensure all Retail POS materials are updated timely to synergize with the launch period/s, and assist to provide visual materials to the mall if required.
• Oversee Boutique overall duty roster planning, leave plan, recruitment, control of headcount and staff expenses.
• Supervise all boutique staff to ensure compliance of all the SOP including areas such as punctuality, attire, greeting etc.
• Guide, support and motivate retail staffs to ensure job retention and work closely with Management and HR to ensure lower staff turnover and higher job satisfaction amongst the retail staff.
• Oversee and ensure that staff receive basic trainings and continuous training on products knowledge and soft skill for better sales performance.
• Manage stock for all boutiques and be accountable for stock holding and compliance of company guidelines.
• Work closely with finance and logistics on stock take and implement regular stock check and report discrepancy.

• Coordinate retail new store openings with manager and relavant key stakeholders.
• Support adhoc assignment or any other relevant tasks as & when required.

What we are looking for:

Passion in providing good customer support and managing retail operations

Proficient in MS office, Excels

Excellent in customer service and response management

Strong People skill

Ability to multi-task