MAIN RESPONSIBILITIES:
Back Office Customer Service Management
Customer Service Oversight
- Support your team in managing customer services, including contact and complaint resolution, and utilizing relevant store IT tools for follow-up.
- Establish follow-up routines in your team's schedules for all customer services, including requests, personalized orders, reservations, remote sales, and repair inquiries.
- Collaborate effectively with the sales team to streamline and enhance back-office follow-up processes.
Performance Monitoring and Continuous Improvement in Customer Services
- Lead and assess the business performance of all service-related operations to ensure alignment with business goals.
- Supervise and evaluate conversion rates and average processing times for reservations and customer requests.
- Track lead times throughout the aftersales and repair lifecycle, identifying bottlenecks and suggesting corrective measures as necessary.
- Encourage the sales team to utilize in-store products rather than relying on customer request services when applicable.
- Regularly review workflows to enhance efficiency.
Store Administration
HR & Store Team Management
- Manage staff schedules to maximize sales floor coverage, factoring in overtime, leave, and other absences.
- Coordinate with external agencies for the hiring of temporary staff.
- Oversee internal communication, including information distribution, updates on organization charts, and contact lists.
Store Orders
- Supervise the distribution of staff uniforms, including fitting, ordering, alterations, and dry cleaning.
- Manage supplies of office stationery, food, beverages, and other essential tools, coordinating with suppliers and overseeing delivery and invoicing.
Maintenance & Security
- Ensure the store's daily maintenance (lighting, cleaning, access, security) by coordinating with suppliers and the Head Office for timely interventions and quality control.
- Manage both internal and external security personnel.
Team Management
Overall Performance Monitoring
- Closely monitor the quality of your team's interactions with customers to ensure alignment with company standards of excellence.
- Conduct weekly morning briefings with your team and provide regular feedback to your Manager.
- Foster a culture where team members support each other during absences.
Individual Performance Monitoring and Development
- Participate in the onboarding process for new team members, covering company culture, product knowledge, and specific job duties.
- Continually coach and develop your team members in the knowledge and skills required to meet team objectives.
- Oversee annual performance evaluations for your team, tracking the development of necessary skills, setting goals for the upcoming year, and anticipating career advancement opportunities.
Recruitment
- Actively engage in the recruitment process for your team, collaborating with the HR department to source suitable candidates and conduct interviews.
