Assistant Store Operations Manager, HSR

MAIN RESPONSIBILITIES

Back Office Customer Service Management

Management and follow-up of Customer Services

• Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow‑up in relevant store IT tools, etc.)
• Ensure follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests) by setting up follow‑up routines in the schedules of your team.
• Be a real partner to sales team to optimize and simplify the back‑office follow‑up of those services

Performance follow‑up and continuous improvement on Customer Services

• Monitor conversion rates and average durations for reservations and customer requests
• Monitor lead times at each relevant step of the aftersales & repair lifecycle
• Challenge the recourse to the customer request service by salespeople when ...