Job Summary

Support and assist the Manager in overseeing retail sales and service operations to ensure alignment with established standards, operational efficiency, and business objectives. Act as a key driver in coaching, mentoring, and developing team members by providing structured guidance, performance feedback, and knowledge transfer on products, services, and sales techniques. Collaborate closely with cross-functional teams to enhance service quality, improve customer experience, and drive overall team performance.

Job Responsibilities*

• Plan and manage the end-to-end sales process within the assigned retail store, including sales execution and after-sales service, to ensure maximum customer satisfaction and drive repeat purchases; monitor performance and prepare sales and service reports for management review
• Supervise, coach, and provide guidance to team members in customer service delivery, problem resolution, and documentation processes; drive knowledge sharing and develop a knowledge-based team (FAQ, product and service knowledge) to enhance service efficiency and accuracy
• Evaluate team performance and service quality through pre-audit activities; provide structured feedback and coaching to ensure employees meet company standards, improve efficiency, and deliver excellent customer experience
• Coordinate with cross-functional teams and relevant stakeholders to resolve customer issues effectively; follow up on progress, provide timely updates to customers and management, ensure case closure within SLA, and analyze root causes to improve processes and prevent recurrence
• Plan and manage product display and inventory operations, including stock arrangement, stock counting, and ensuring sufficient and accurate inventory; maintain store cleanliness and ensure compliance with operational standards
• Monitor and analyze sales performance, customer behavior, and service trends to identify improvement opportunities; provide insights and recommendations to management to drive revenue growth, optimize sales strategies, and enhance overall store performance

Qualifications

• Bachelor’s degree in any field
• Minimum 3 years’ experience in sales and/or customer service

• Possess strong knowledge and understanding of work processes, tools, and specialized techniques relevant to the role
• Demonstrate a solid understanding of business operations, including how the team contributes and collaborates with cross-functional teams to achieve departmental goals
• Provide on-the-job training (OJT), coaching, and support to team members, particularly new hires, to develop required skills and ensure effective performance
• Analyze situations and select appropriate solutions from available options to resolve issues effectively and in a timely manner
• Act as a representative of the function in coordinating with internal and external stakeholders, ensuring effective communication, follow-up, and issue resolution
• Take responsibility for maintaining the quality of own work and supporting others, with direct impact on business performance and service delivery