Job Description
Major Responsibilities:
Enhance the Flow of the Customer Journey
- Greet clients when they enter the store and give a positive first impression.
- Proactively update clients in the outdoor queue when the boutique is at capacity and take responsibility to ensure the waiting time is minimized, reassure the clients, and answer first questions.
- Be curious and take a genuine interest in the client's needs and expectations, engage with them on the floor and introduce to the relevant team members.
- Create an atmosphere of helpfulness and cooperation and handle all difficult situations with grace and courteousness.
- When possible, prepare and serve refreshments/tea/coffee for clients.
- Handover clients to appropriated team members to ensure the clients are directed to the right location of their designed destination and métiers.
- Support on the after-sales service and in-store collection queue management and other relevant topics to be well managed.
- Offer an excellent experience to omni-channels clients.
- Regularly monitor the client service areas in the store and ensure for the tidiness and cleanliness on the shop floor.
- Being able to recognize and acknowledge top VIPs and regular clients of the boutique.
Private client management and support other appointments
- With the Sales Associate, prepare and organize the private client areas ahead of any appointments, as well as ensure that the areas are returned to the cleanliness and tidiness conditions after every client appointment.
- Coordinate with E-Commerce team to maintain daily calendar of client appointments and boutique events in the appointment application, indicating arrivals, no-shows, reschedules, and cancellations.
Service Stock Ordering & Replenishment
- With the SSSE, ensure that optimal volumes of beverage, food and accompaniment items are ordered and well stocked in the BOH.
- Ensure Client hygiene and sanitization tools and all service tools are well stock replenished.
Standards
- Be the first person for the Mystery shopper handling and ensure the deliverable of high standard and satisfaction.
- Initiate, suggest, and roll out the action plan based on the Mystery shopping visit results.
- Adherence and uphold of Company and store standard, process, and procedures, and become acquainted with all métiers.
- Provide support for a proper use of the relevant tools and systems relate to the client management.
Feedback
- Identify areas of improvement and share ideas.
- Inform management or team about potential customer complaints and propose for recommendations.
- Provide feedback and work closely with the Customer Experience and Operations team to consistently uphold the Customer journey topics and relevant.
Requirements & Capabilities
- Degree holder in any field with at least 5 to 7 years experience in luxury retails, customer service, hospitality, or in a similar capacity.
- Excellent customer service skills are required with a positive attitude for all interactions with clients.
- Excellent communication and interpersonal skills.
- Problem solving skills and ability to handle stress and complex situations.
- Fluent Thai and English communication skills, other languages will be advantage.
- Demonstrates attention to details, and keeps workspace organized and neat.
- Enthusiasm and ability to alert the team for the client experience relevant topics and improvement.
- Maturity, reliability, flexibility, with a good team player attitude.
- Ability to work a flexible schedule according to needs of the business.
- Ability to provide basic information about the neighborhood, store services and other customer inquiries.
