Job Description

OVERALL MISSION: He/She is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations) and supports the Store Management in the general administration of Total BSI stores at Changi Airport, in order to ensure smooth functioning and facilitate day-to-day operations.

Main responsibilities

MAIN DUTIES

In strict respect of the Group procedures * Back Office Customer Service Management

• Management and follow-up of Customer Requests and reservations
• Product search: contacting other stores to request for transfers
• Customer contact: updates on the customer\xe2\x80\x99s requests
• Management and follow-up of after-sales process
• Manage the full back-office cycle of Hermes Care files for all kinds of aftersales requests (local, warehouse in France, for all kind of products),
• Preparing aftersales parcels to be handed over to the stock team for shipping
• Interface with clients to validate quotations and keep them informed on status updates
• Note: product collection from the customer and remittance to the customer is done by sales teams
• Remote Sales / Phone Orders Management:
• Product collection and isolation (in case of deferred shipment request)
• Sales registration, following the procedure defined locally
• Service Performance monitoring:
• Responsible for the performance of all operations-related services
• Follows up KPIs and reports on a regular basis on the following services (see examples below)

• Reservations: number of pending Reservations and available orders, average age (for instance, by salesperson and / or by m\xc3\xa9tier), related potential turnover, conversion rate on the last month
• Customer requests: number of customer Requests created per week (for instance, by salesperson and / or by m\xc3\xa9tier), success rate of product searches
• Aftersales: number of requests registered/closed by week / month and related turnover, number of pending files etc.
• Client communication : complaint management (emails, letters)

• Business Control and procedures

• Till controls
• Conduct regular random check on till opening to ensure procedures adhere to SOP
• Be responsible for cash remittance (to the safe) Propose to handle by Supervisor/SSAs as Cisco will collect from 3 Stores.
• Review and comment, when necessary, on till-related reports in the dedicated tool
• Assist the stock team in reviewing and correcting negative stocks
• Manage the store archiving for relevant documents, following the local and Group internal control rules
• Be the store\xe2\x80\x99s key user and trainer on Service-related processes: train new comers on processes & tools, communicate new features and/or procedures, support the team on any issue

3. Store Administration

• HR & Team Administration
• Prepare and manage the staff roster/planning (leaves, overtime etc.)
• Follow-up and consolidate overtime, paid leave, sick leave, accident, and plan medical examinations
• Internal communication: information dispatch, notes, update organization chart, contact list
• Store orders
• Manage staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
• Follow-up general costs and control the cost on order office stationery, drinks, and food by Warehouse team.
• Maintenance & Security
• Be responsible for store day-to-day maintenance (lighting, cleaning, access, security\xe2\x80\xa6): coordinate with landlord, contractors, supplier and Head Office, ensure timely interventions, control the quality.
• Responsible for health in Total Boissy & safety procedures

Objectives/Goals

PERFORMANCE INDICATORS

• Relevant Service-related Operations KPIs
• Individual contribution to the efficiency and quality of store administration / operations
• Respect of deadlines
• Quality of relationships with the team
• Quality of relationships with customers (if applicable)

Profile

PROFILE

• Previous experience in a Service / administrative / operations position, preferably in Retail environment
• Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
• Client- and service-oriented, with very good communication skills
• Proficient with Excel / IT tools
• Team player - first experience of management appreciated if supervising security and/or tailor and artisan

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