Sales & Service Support - Abu Dhabi

Role Overview

As a Sales & Service Support professional in our Abu Dhabi store, you will be central to ensuring seamless coordination and follow-up of customer service activities both in-store and via the contact center. This role involves managing customer interactions, complaints, special orders, reservations, and remote sales with a focus on delivering quality and efficient service.

Core Responsibilities

• Oversee customer services coordination, addressing inquiries and complaints while ensuring follow-up through relevant store IT tools.
• Maintain high-quality follow-up routines for customer requests including personalized orders, reservations, and repair requests.
• Collaborate closely with the sales team to optimize back-office service workflows.
• Track and analyze conversion rates and average timeframes for reservations and customer requests.
• Monitor and manage lead times at each stage within the aftersales and repair processes.
• Evaluate service durations related to orders, reservations, and aftersales to support sales conversion.
• Coordinate with sales and contact center teams regarding payment links, client follow-ups, and arrangements for delivery or pickup in store.
• Assist in preparing daily store team planners, taking into account scheduling, customer flow, and queue management software requirements.
• Support stock control activities by helping to resolve negative stock issues and discrepancies.
• Implement internal controls and health and safety procedures associated with stock management.
• Provide administrative support including internal communications, documentation maintenance, uniform orders, and briefing organization.
• Serve as the key contact for digital retail tool usage, IT troubleshooting, and liaison with the retail head office.
• Perform additional tasks as assigned by the line manager.

Success Metrics

• Achievement of positive service-related KPIs such as lead times, service-generated turnover, and conversion rates.
• Smooth and efficient organization of daily team activities.
• Substantial individual contribution to administrative accuracy and quality.
• Strong collaborative relationships with sales, stock teams, and customers.

Candidate Profile and Requirements

• Proven significant experience in administrative or operational roles, ideally within retail.
• Highly organized, precise, self-reliant, with the ability to anticipate needs and plan work accordingly.
• Strong customer service mindset for both internal and external clients with effective communication abilities.
• Good proficiency in Excel and familiarity with various IT tools and systems.
• Team player with a passion for retail and luxury environments.
• Fluency in English, both spoken and written.