Retail Admin & Customer Care Supervisor

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.

• 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.

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.

• 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.

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.

• Actively engage in the recruitment process for your team, collaborating with the HR department to source suitable candidates and conduct interviews.