At a Glance
- Tasks: Welcome customers, manage repairs, and provide top-notch aftercare service.
- Company: Join the iconic Hermès team at our new Maison on New Bond Street.
- Benefits: Competitive pay, luxury brand experience, and a vibrant work environment.
- Other info: Dynamic role with opportunities for growth and learning in a prestigious brand.
- Why this job: Be the face of luxury service and make clients feel valued every day.
- Qualifications: Experience in client services and a passion for luxury products.
The predicted salary is between 30000 - 40000 € per year.
We are recruiting for an Aftercare Ambassador to join our new Maison, 166 New Bond Street.
Role Mission
This role is responsible for welcoming customers, taking repairs and proposing personalized and satisfactory solutions, while guaranteeing the best possible service. The Aftercare Ambassador is responsible for receiving and overseeing Hermès customer-owned merchandise (COM) across all metiers. In this role, you will provide exceptional after sales service by analysing products, identifying the repair need and possibilities and orchestrating all elements related to the aftercare / after sales process. This includes the appropriate repair process, lead times, associated cost, tracking, follow up with the craft shops and metiers in Paris, vendors and clients as well as closing of final delivery of repairs. This role will serve to consistently provide a high level of service to the client and streamline processing, acting as a liaison between client, craftspeople, vendors and Paris After Sales.
Key Responsibilities
- Aftercare / After Sales
- Receiving and welcoming customers
- Taking in repairs and identifying what repairs need to be and can be done to the item within the Hermès Group guidelines
- Working in a dedicated space within the Maison, organising collection for repairs
- Diagnosing and analysing the product
- Be in direct contact with local craftsmen in the various trades (Fashion, Leather, Watchmaking & Jewellery)
- Proper and clear completion of COM repair form including contact information, pricing, repair lead time, process and pick up procedures are all properly explained and noted
- Log and process repairs with information from the COM forms and photographs of products using the existing Excel and After Sales Service systems where applicable
- Examining the product and ensuring that the repair was properly completed, the product is clean and presentable for return to the client
- Process repair transaction at POS to collect client payment and liaise with the back of house team if the process is not followed
- Support
- Partner with sales team to direct clients to the After Sales area and ensure proper procedures are respected
- Client
- Work with clients on a one-to-one basis, providing a high-level service at all times
- Take payments for repairs that have been completed however no selling is required
- Explain the process, timeline, costs and review the overall condition of the item with the client at drop off
- Consistently follow up with clients on the status of their repairs, throughout the repair process including email or phone based on the client’s preference
- Answer phone and email requests from clients in a timely manner, ensuring the highest level of client service is provided in each interaction
- Follow up with the client post-repair pick up to ensure client satisfaction
- Standards
- Active participation in store communications
- Maintain store and aftercare standards, becoming familiar with daily procedures
- Ensure a back-office presence as well as a presence in the field (50/50)
- Training & Support
- Support Sales staff on After Sales issues
- Consistent participation in product training to enhance product knowledge including morning meetings, Paris trainings and tools within Porte
Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.
About You
- Previous experience working in an Aftercare or After Sales role within a luxury, manufacturing or technical product environment
- Proven experience within Client Services, able to proactively problem solve and identify solutions relating to aftersales
- Previous experience handling issues and questions related to product repairs.
- A high level of knowledge of luxury product and materials to be able to diagnose and offer solutions accordingly
- Administrative experience to be able to prepare completion forms and log accurate information
- Organised, flexible and reliable
- Proven experience knowledge sharing and the ability to be able to impart specific and technical knowledge with the wider team
- Good team player with capacity to work autonomously & supervise from a distance
- Strong communication skills – able to communicate effectively and adapt to the audience liaising with both clients and craftspeople for the relevant trades
- Good IT skills – sales system, Microsoft Office, Windows etc
- Able to work efficiently and accurately under pressure
- Excellent interpersonal skills with peers and workshops
- Hold exemplary standards (application of procedures, presence in the field, attitude & presentation etc)
- Actively participate in shop team life
- Solution orientated with excellent listening skills & empathy
- Calm, approachable & diplomatic nature
- Proactivity, involvement & ability to influence / make suggestions
- A taste for challenge and success
- Energetic and enthusiastic with excellent interpersonal skills
- Excellent presentation, an ambassador of the house
Aftercare Ambassador - 166 employer: Hermès International
At Hermès, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values craftsmanship and client satisfaction. As an Aftercare Ambassador at our prestigious Maison on New Bond Street, you will enjoy opportunities for personal growth and development while working alongside passionate professionals in the luxury sector. Our commitment to excellence ensures that you will be part of a team that not only supports your career aspirations but also fosters a collaborative environment where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Aftercare Ambassador - 166
✨Tip Number 1
Get to know the company inside out! Research Hermès, their values, and what makes them tick. This way, when you walk into that interview, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice your customer service skills! As an Aftercare Ambassador, you'll be dealing with clients directly. Role-play scenarios with friends or family to get comfortable with handling different situations and questions.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the interview process and what it’s really like to work at Hermès.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Aftercare Ambassador - 166
Some tips for your application 🫡
Show Your Passion for Aftercare:When writing your application, let us see your enthusiasm for aftercare and customer service. Share any relevant experiences that highlight your ability to provide exceptional service and how you can contribute to our mission at Hermès.
Be Clear and Concise:Make sure your application is easy to read and straight to the point. Use clear language to describe your skills and experiences, especially those related to after sales and client services. We want to understand your journey without sifting through unnecessary details!
Tailor Your Application:Don’t just send a generic application! Tailor it to the Aftercare Ambassador role by referencing specific responsibilities from the job description. Show us how your background aligns with what we’re looking for, especially in terms of luxury product knowledge and client interaction.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at Hermès!
How to prepare for a job interview at Hermès International
✨Know Your Products Inside Out
Familiarise yourself with Hermès products, especially the materials and repair processes. Being able to discuss specific items and their care will show your passion and expertise, which is crucial for an Aftercare Ambassador.
✨Practice Active Listening
During the interview, demonstrate your ability to listen carefully. This role requires understanding client needs and concerns, so showing that you can actively engage and respond thoughtfully will set you apart.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully handled aftercare or customer service issues in the past. Highlight your ability to analyse situations and propose effective solutions, as this is key to the role.
✨Emphasise Teamwork and Communication
Be ready to discuss how you work well in a team and communicate effectively with both clients and craftspeople. Share experiences where collaboration led to successful outcomes, as this aligns with the role's responsibilities.
