CHEW CHEE HWA, EBBIE

(i) Sales Admin

• Processing orders and stock transfer that received from Sales Team, E-Boutique, Service Centre and Boutiques
• Checking data accuracy in order before invoice
• Contacting clients to obtain missing information or answer queries
• Maintain and update sales, customer and boutiques’ employees record in system
• Develop monthly sales reports
• Communicate important feedback from customers internally
• Stay up-to-date with new products and features
• Keep in line with upgradation and integration of system from France

(ii) Logistic and warehouse

• To organize the safe and efficient storage and distribution of goods (watches, collaterals and marketing items) and to ensure that orders are carried out correctly
• Timely report to France of the analyzing data to access performance, discover logistical problems and suggest devise plans for improvements
• Preparing paperwork/documentation for regulatory bodies
• Ensure receiving, warehousing, distribution of stock is smoothly operate
• Initiate, coordinate and enforce optimal operational policies and procedures
• Adhere to all warehousing, handling and shipping legislation requirements
• Setting up layout and ensure efficient space utilization
• Manage stock control and reconcile with data storage system
• Liaise with vendors and transport companies
• Produce reports and statistics regularly (in/out status report, dead stock report etc)
• Monitoring inventory holding and managing waste (write off)
• Ensuring healthy inventory and safety of warehouse standards are met

(ii) After Sales Service cum receptionist

• Operate telephone switchboard to receive and forward calls
• Ensure the department is met the monthly and yearly KPI
• Oversee customer queries, requests and complaints in a timely and professional manner
• Oversee the exchange of merchandise and ensure timely return of goods sent for servicing
• Coordinate in receiving watches from customers, retailers and boutiques, forwards watches to technician for estimation and return to customer upon completion of repair
• Monitor, receive payments and record receipts for services
• Perform administrative tasks for walk-in customer and retailers such as data entry, quotation and invoicing
• Hear and resolve complaints from customers, the public, retailers and boutiques
• File and maintain records
• Provide information to the public about the company, its services, and its products
• Make telephone call or email to customers, retailers and boutiques to inform the service quotations as well as watch collection
• Communicate with customer with proper face to face interaction
• Handles customers’ requests and complaints in a professional manner
• Develop monthly boutiques service reports and send to France
• Answering all incoming calls
• Attending to all visitors and notifies company personnel of visitor arrival
• Keeps a safe and clean reception area

• Creation of customer service for watch division
• Tentatively manual service workflow until the service centre is formed
• Resolve uncollected watches in all stores
• Improve current repair process flows
• Monitor status of repair in all stores
• To improve the after sales service in all stores
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals

Job Overview / Purpose:

• To manage & improve the processes executed by team
• Fully responsible & accountable for the performance of the team
• Coaching & personal development of the individual staff members within the team
• Being an active member of management team to voice out any concerns, identify opportunities for improvement, & issues of relevant nature of the Customer Service department & engagement of employees

Responsibilities:

• Lead the team, upon escalation, to resolve problem or issues encountered by customers or team staffs
• Identify promotable talent & develop them into for succession planning of own position or outside Customer Service
• Arrange to send a technician to training in HQ, Hong Kong yearly
• Define team objectives with alignment to Group business plan & ensures a shared understanding of direction & priorities within own team
• Cultivate a service-oriented mind-set among team members as well as technicians for delivery of the Customer Experience towards shop staffs & end-consumers
• Ensure team understands & handles system updates & customer requests according to Standard Operating Procedures (SOP)s & guidelines- & challenges these were relevant or where improvement opportunities are identified
• Continuously monitor shops & vendors in & out performance against established KPIs & targets & take corrective action when necessary
• Deliver the customer care vision & principles as per the group design & local customization
• Actively engaging stakeholders in order to align all the functions with all the regions
• Ensure team is sufficiently empowered to deliver customer satisfaction through “on-the-spot” issue resolution, not requiring internal escalation – through downwards delegation & upwards push for authority where required to efficiently handle daily transactions with customers.
• Ensure well control & manage the budget of inventory and turnover of staff
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
• Devised and published metrics to measure organization's success in delivering world class customer service
• Exceeded team goals and collaborated with staff members to implement customer service initiatives
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
• Resolved customer complaints while prioritizing customer satisfaction and loyalty

• Oversee department schedules to ensure proper staff coverage at all times; present
• Ensure the department is met the monthly and yearly KPI
• Oversee customer queries, requests and complaints in a timely and professional manner;
• Oversee the exchange of merchandise and ensure timely return of goods sent for servicing;
• Coordinate in receiving watches from customers and outlets, forwards watches to watch maker for estimation and return to customer upon completion of repair
• Monitor, receive payments and record receipts for services
• Perform administrative tasks for walk-in customer and retailers such as data entry, quotation and invoicing
• Hear and settle complaints from customers, the public and retailer
• File and maintain records
• Transmit information to customers and retailers by computer, mail, or fax machines
• Provide information to the public about the company, its services, and its products
• Make telephone calls or email to customers and outlets once the watch is ready for collection
• Communicate with customer with proper face to face interaction
• Ensure log book is signed by walk in retailers
• Handles customers’ requests and complaints in a professional manner
• Discuss to customer service manager for customer further requirement and damand
• Proactively update customers on the status of repairs and those repairs awaiting for spare parts
• Provides pricing or estimates to outlets and customers by fax or walk-in customers at the counter and regular follow-up if needed
• Tracks and monitors, via computer and reports, work assignments within the department to ensure their completion.
• Resolved customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
• Contributes to team effort by accomplishing related results as needed, to ensure the department work-flow is smooth
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
• Engaged clients in person and over phone to answer questions and address complaints
• Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member

• Operate telephone switchboard to receive and forward calls
• Oversee department schedules to ensure proper staff coverage at all times;
• Ensure the department is met the monthly and yearly KPI
• Oversee customer queries, requests and complaints in a timely and professional manner;
• Oversee the exchange of merchandise and ensure timely return of goods sent for servicing;
• Monitor customer service calls;
• Coordinate in receiving watches from customers and outlets, forwards watches to watch maker for estimation and return to customer upon completion of repair
• Monitor, receive payments and record receipts for services
• Perform administrative tasks for walk-in customer and retailers such as data entry, quotation and invoicing
• Hear and settle complaints from customers, the public and retailer
• File and maintain records
• Transmit information to customers and retailers by computer, mail, or fax machines
• Provide information to the public about the company, its services, and its products
• Make telephone calls or email to customers and outlets once the watch is ready for collection
• Communicate with customer with proper face to face interaction
• Ensure log book is signed by walk in retailers and sales person for self collection of watches
• Handles customers’ requests and complaints in a professional manner
• Discuss to Operation manager for customer further requirement and demand
• Proactively update customers on the status of repairs and those repairs awaiting for spare parts
• Provides pricing or estimates to outlets and customers by fax or walk-in customers at the counter and regular follow-up if needed
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction

• Operate telephone switchboard to receive and forward calls
• Oversee department schedules to ensure proper staff coverage at all times
• Ensure the department is met the monthly and yearly KPI
• Oversee customer queries, requests and complaints in a timely and professional manner;
• Oversee the exchange of merchandise and ensure timely return of goods sent for servicing;
• Monitor customer service calls;
• Coordinate in receiving watches from customers and retailers, forwards watches to watch maker for estimation and return to customer upon completion of repair
• Monitor, receive payments and record receipts for services
• Perform administrative tasks for walk-in customer and retailers such as data entry, quotation and invoicing
• Transmit information to customers and retailers by computer, mail, or fax machines
• Provide information to the public about the company, its services, and its products
• Make telephone calls or email to customers and retailers once the watch is ready for collection
• Proactively update customers on the status of repairs and those repairs awaiting for spare parts
• Provides pricing or estimates to retailers and customers by fax or walk-in customers at the counter and regular follow-up if needed
• Communicate with customer with proper face to face interaction
• Discuss / refers to CS manager for the customer further requirement and demand
• Handles watches from retailers and sale team of any queries
• Performs any other duties assigned by the company as and when required such as assist the brands road show or event, helping others department and attend the training
• Generate the monthly stock report and assist the monthly stock take
• Arrange to send out the spare parts and watches to retailer daily by courier
• Arrange to send out the defective spare parts and repair watches to HQ weekly by courier
• Provides battery replacement and examine the condition of the Swatch watches for retailer
• Counted cash drawers and deposits and completed any other required opening or closing task to facilitate smooth operations

• Perform secretarial and administrative duties as required by the Chairman.
• Provide confidential support service directly to the Chairman.
• Serve as a primary point of initial contact for internal and external visitors.
• Coordinate administrative requirements for meetings and ensure follow up on issues arising from meetings.
• Making cost-effective travel arrangements and travel logistics.
• Answering and vetting all incoming calls
• Cooperate, collaborate and communicate effectively with co-workers, subordinates, superiors, and others sufficient to exchange or convey information.
• Logging, prioritizing and tracking all correspondence on arrival.
• Independently respond to in-coming memorandums, reports and general correspondence of a routine nature.
• Prepare reports, memorandums, letters, and other documents using word processing, spreadsheet, database, and/or presentation software.
• General office management including checking and ordering stationery and office supplies.
• Assist with some personal errands and projects.
• Develop and maintain records of the division policies and standard operating procedures.

• To operate x-ray machines, HBS system equipment and explosive trace detectors on passengers’ luggage.
• To conduct physical checks on baggage, passengers and baggage reconciliation.
• To observe and operate Walk-Through-Metal-Detectors to ensure all visitors enter the country lawfully.
• Resolving inquiries from passengers.
• Assisting with emergency situations.
• Inspecting passengers.
• Developed team communications and information for meetings.

• Responsible for the overall operations of the Front Desk by providing the ultimate service for all our hotel guests.
• Provide fullest support and co-operation to the Front Office Supervisor and Assistant Manager in achieving the desires in accordance to our vision and mission statement, objectives, and Quality Service Standards (QSS) of the Hotel.
• Handle all arrivals for check-ins (Registration) and departures for checkouts (Cashiering) of all the hotel guests.
• Manage the cashiering system and balance daily sales.
• Greet all Hotel guests and patrons of the Hotel with utmost respect and courtesy, as well as handle all guests’ requests and telephone calls.
• To make advance hotel reservations for customers via the online system or phone.
• Provide information regarding the hotel facilities, promotions and check foreign tourists’ air tickets on departure time and date upon customers’ requests.
• Ensure guest details are updated in the computer immediately and accurately in order to know guest’s likes and dislikes or if there’s any special requests.
• Be aware of all hotel activities and layouts of the hotel, as well as, knowledge of the indoor and outdoor themes’ activities and events.
• Worked flexible hours; night, weekend, and holiday shifts.
• Maintained energy and enthusiasm in fast-paced environment.
• Handled day-to-day running of check-in and check-out, ensuring high levels of productivity and progression.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.

• To give consultations to the clients on all type of garments and watches.
• To achieve the monthly sales targets.
• To manage the cashiering system and balance daily sales account.
• Handle incoming calls, sales enquiry calls and sales order processing.

• Daily operation job; handle cash payments and cheque payments as well as attending to customer enquiry pertaining to the accessories for pool and snooker.
• Responsible for daily transaction balancing and updating daily and monthly report for the company.
• Submission and processing of the daily payments report.
• Prepare invoices and payment to suppliers and sundry payments as well
• Balancing account items weekly and monthly.
• Maintaining records and keeping data entry.
• To perform general administration work and document filing.
• Matching of supplier invoices to PO & DO.
• Check the accounts code in PO issued by Materials Officer for accuracy
• Perform bank & suppliers reconciliation on monthly basis as well as maintaining & reconcile inter-company transactions on monthly basis.
• Maintained protocol throughout routine work days and special events.
• Collected data, input records and protected electronic files.