Hermes Asia Pacific Limited 香港招聘

Customer Service Executive

General Role

To coordinate and administer all aspects of the Call Centre and always within Hermès standards of image and services worldwide.

The Call Centre should be a support to all functional departments and act as the first contact point relating to external inquiries and help to identify new business opportunities.

Responsibilities:

• Assist in the implementation and administration of the Call Centre System

• Take care of phone calls and emails inquiries daily

• To coordinate and administer all aspects of the Call Centre and always within Hermès standards of image and services worldwide

• Support other functional departments e.g. stores, e-commerce, after sales team by providing excellent customer service in respect of the Group standard and guidelines

• Keep all internal & external up to date of Call Center activities according to Hermès guidelines

• Communicate with both internal and external parties in order to solve customers' complaints and inquiries

• Handle ad hoc duties as assigned

Requirements:

• At least 3 years retail operations or customer service experience

• Candidates with luxury brand experience are highly preferred

• Experience in E-commerce field will be a plus 

• Independent and able to work under pressure

• Good team player and customer-oriented

• Excellent communication, presentation and problems solving skills

• Flexible and open-minded to keep abreast of change

• Pay attention to details

• Good command in both written and spoken English and Chinese (Cantonese and Mandarin)

• Work on shifts is required

Assistant Store Manager, Hong Kong International Airport

Store Management / Operations

• Be responsible of the store in absence of the Boutique Manager

• Ensures that all company’s procedures and systems are clearly understood and followed and run smoothly 

• Coordinate the roll-out of central projects / tools in the store 

• Assist the Boutique manager to prepare monthly reports including business report to management and commission reports 

Team management

• Manage his/her team :   

  • Set objectives and assess performance

  • Observe teams on the floor and provide ongoing feedback 

  • Organize coaching sessions based on teams’ needs

  • Organize work within the team, delegate tasks as needed

  • Communicate key information to teams, notably during morning briefing 

• Motivate teams, recognize individual and team efforts 

• Create a sense of team spirit, discipline and mutual respect, as well as dedication and loyalty to the company, 

• Ensure teams receive proper training regularly to develop customer service, product knowledge, selling skills

• Handle disciplinary matters and escalate as needed to Boutique Manager / HR 

• Coordinate with Sales & Service Support Team for rosters

• Assist the Boutique Manager in organizing team meetings and collaborating to host team activity to maintain team spirit

Sales performance and floor management

• Manage and monitor one to several floor operations 

  • Welcome clients

  • Ensure resources on the sales floor are allocated in coherence with clients flows

  • Organize management back-ups

• Drive sales performance

  • Assist teams occasionally in the selling process and front-office operations 

  • Encourage teams to develop cross-selling

  • Act as role model for sale

  • Follow-up store performance (sales, stock level, shrink rate) and contribute to define and implement action plans with the Boutique Manager and Retail Director (eg : specific incentives, clienteling actions…)

  • Managing product sell-out to reach the best optimization of seasonal sell-thru. 

Customer Service and CRM

• Ensure a high standard of customer service within the store 

  • Ensure that clients are continuously greeted in coherence with Hermès standards 

  • Motivate team members to provide an excellent service to each individual 

  • Be an ambassador of Hermès: demonstrate exemplarity and excellence in all client interactions

• Maintain its client portfolio and identify client development opportunities

• Take care of VIP clients

• Handle customer complaints (level 2) and be a strong support to the team in case of conflicts

• Oversee CRM activities and support teams in clienteling actions 

Team Leader

General Role

• Assist in the daily store operations and manage team deliver quality service while achieving individual targets, identifying customers’ needs, developing client relationships, and delivering post-sale services

• Manage the store independently in the absence of boutique management

• To achieve non-sales objectives (i.e., service provision and visual presentation of the store) in order to enhance customer satisfaction

• To collect, analyze and solve customer complaints

Responsibilities:

1.)    Budget and Sales

• Help to achieve annual and monthly targets, monitor and review regularly

• Ensure the boutique reaches the target mix per product department and responsible for the sales of owned product department

• Analyze sales data and provide constructive suggestions for improvement

• Execute in-store incentive programs to drive sales objectives, evaluate results and effectiveness

2.)    Stock and Process Control

• Ensure the group procedures are respected and take necessary actions to avoid discrepancy or stock loss

• Work with operation team on regular stock take and be able to explain discrepancies or irregularities

• Identify best-selling, slow moving, aging and overstock items, and to propose concrete action plan

3.)    Merchandising

• Ensure the visual merchandise corresponds to the product’s sales plan

• Suggest visual presentation for improving the sales through of slow-moving items

• Maintain shop display and environment in line with group guideline

4.)    Store Operations

• Be present in sales floor as shift leader to oversee store operation, assist team whenever required

• Ensure store procedures are properly followed and smoothly operated

• Handle all customer complaints and difficult situations

• Conduct briefing session and act as Key Holders and a contact person in case of emergency

• Propose recommendations to streamline and enhance operational process; eliminate administrative work and reports in order to achieve store optimal efficiency

5.)    Team Management

• Motivate and coach team member to achieve sales and non-sales objectives

• Observe and review staff’s performance with managers on regular basis

• Build morale and foster team spirit, encourage open two-way communication

• Monitor and manage the team to ensure enough manpower on floor to serve customers

• Organize the team to brief other team members after their training session to make sure that all teams share the knowledge

• Identify training need; follow-through team’s learning and practices; ensure on-going applications at workplace

6.)    Clientele Development and CRM

• Support and coordinate company events to develop a closer customer relationship

• Educate and convey brand messages to customers through different means

• Ensure customer database management and proper daily handling: explore new recruitment system to increase customer database

Requirements:

• Tertiary education or above

• Minimum 6 years’ relevant management experience in luxury retail or similar capacity

• Knowledge of different aspects of shop operations

• Great presentation, communications, and interpersonal skills

• Strong analytical mindset and ability to provide effective solutions

• Good Leadership skills and encourage teamwork

• Curious individual with good problem-solving skills and eager to seek for challenges 

• Proficient with computer skills and MS Office 

• Good command of written and spoken English and Chinese (Mandarin and Cantonese)

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