In-Store Service Trainer (Luxury/Hospitality/Airline)

• Manage and maintain the overall store image, including visual merchandising, product displays, floral arrangements, artwork, lighting, window displays, and store ambience.
• Conduct regular inspections to ensure all visual and brand presentation standards are consistently met.
• Coordinate with relevant departments to implement store image enhancements and maintenance plans.

• Deliver training on grooming, appearance, dress code, professional etiquette, and service protocols.
• Monitor employees' daily appearance, including makeup, uniforms, hairstyles, and overall presentation.
• Ensure all staff consistently uphold the company's brand image and service standards.

• Assist with daily customer reception and provide exceptional in-store customer service.
• Support the sales team in delivering a seamless customer experience and achieving sales objectives.
• Provide professional product and brand information to customers when required.

• Handle and coordinate reception of VIPs and key customers.
• Deliver personalized and high-quality service experiences to strengthen customer relationships.
• Support customer retention and loyalty-building initiatives.

• Manage customer complaints and service recovery cases in a professional and timely manner.
• Investigate service issues, identify root causes, and provide effective resolutions.
• Maintain proper records of customer feedback and follow up on corrective actions.

• Monitor and audit the execution of customer service standards, procedures, and operational guidelines.
• Identify service gaps and work closely with the Customer Service Department to implement corrective measures.
• Drive continuous improvement initiatives to enhance customer satisfaction and service excellence.

Requirements

• Diploma or above in any discipline.
• Outgoing, approachable, and customer-oriented personality.
• Strong interpersonal, communication, and coordination skills.
• Passionate about customer service with a strong sense of responsibility.
• Excellent problem-solving and complaint-handling abilities.
• Positive, professional, and ethical work attitude.
• Strong team player with the ability to influence and motivate others.
• Previous experience in retail, hospitality, luxury service, training, or customer experience management is an advantage.
• Fluent in Cantonese and Mandarin; English proficiency is preferred.

Preferred Candidate Profile

• Background in luxury retail, premium fashion, jewelry, beauty, hospitality, or customer experience industries.
• Experience in staff training, service coaching, or customer service quality management.
• Strong understanding of service excellence, customer engagement, and brand image standards.
• Confident in handling VIP customers and resolving customer complaints professionally.