Aftersales Service Executive at Hermes

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, After-sales Management, Inventory Management, KPI Analysis, Problem Solving, Microsoft Office, English Proficiency, Chinese Proficiency, French Proficiency, Power BI, Logistics Coordination, Stakeholder Management

Industry

Retail Luxury Goods and Jewelry

Description

RESPONSIBILITIES: SAV / After Sales Repair Center * Collaborate with store teams on customer service and after-sales service matters * Handle repair and defective leather goods, ensuring proper assessment and follow-up * Manage spare parts inventory for leather repairs * Ensure proper implementation of repair center workflows and coordinate with relevant stakeholders to deliver high-quality and efficient repairs * Monitor after-sales center operations to maintain premium service standards * Handle and resolve customer repair cases and enquiries by providing accurate information and timely follow-up * Work closely with craftsmen to ensure repair quality meets client expectations * Proactively follow up on repair cases with stores and the Paris after-sales team * Maintain close communication with the Paris team for overseas repair cases External & Internal Coordination * Liaise with external vendors for specific after-sales service requests * Coordinate closely with logistics teams to ensure timely and accurate shipment of repair goods * Work collaboratively with store after-sales teams and internal departments on all after-sales matters * Provide support for ad-hoc or urgent repair and maintenance requests Reporting & Data Administration * Ensure all repair files and qualitative data are accurately recorded in the system * Monitor and analyze monthly KPIs to drive continuous improvement in lead time and service quality * Maintain and update reference materials and system records * Prepare regular and ad-hoc after-sales and repair reports for management review Back-office & Operational Support * Provide on-site support for after-sales operations across various locations, including office, warehouse, and retail stores as required. * Ensure smooth day-to-day operational processes within the after-sales function REQUIREMENTS: * Minimum 2 years of relevant working experience * Strong customer service mindset with the ability to handle enquiries effectively and professionally * Passion for the brand with sound knowledge of Hermès products * Independent, detail-minded, and highly organized with strong analytical skills * Ability to work in a dynamic and fast-paced environment while maintaining high accuracy * Strong sense of responsibility and ability to uphold company standards and guidelines * Excellent communication, presentation, and problem-solving skills * Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) * Good command of written and spoken English and Chinese (Cantonese and Mandarin) * Willingness to work across multiple locations (office, warehouse, stores) * Knowledge of Power BI and proficiency in French would be an advantage.

Responsibilities

Manage the after-sales repair center operations for leather goods, ensuring high-quality repairs and efficient workflow coordination. Act as a liaison between store teams, craftsmen, and the Paris headquarters to resolve customer enquiries and maintain premium service standards.