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For Companies At a Glance
- Tasks: Welcome customers, manage repairs, and ensure top-notch after-sales service.
- Company: Join the prestigious Hermès brand known for luxury and craftsmanship.
- Benefits: Enjoy a dynamic work environment with opportunities for training and development.
- Why this job: Be part of a team that values exceptional service and client satisfaction.
- Qualifications: Experience in luxury aftercare or sales, strong communication skills required.
- Other info: Balance between client-facing and back-office tasks in a vibrant store setting.
The predicted salary is between 36000 - 60000 £ per year.
Job Category: Quality
Job Description:
Role Mission
In this pivotal role, you will be 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 métiers. You will provide exceptional after-sales service by analyzing products, identifying repair needs and possibilities, and orchestrating all elements related to the aftercare / after-sales process, including repair process, lead times, costs, tracking, follow-up with craft shops, vendors, and clients, as well as final delivery closure. This role aims to provide high-level service and streamline processes, acting as a liaison between clients, craftspeople, vendors, and Paris After Sales.
Key Responsibilities – Aftercare / After Sales:
- Greet and welcome clients warmly and professionally.
- Receive items for repair, assess condition, and determine feasible repairs according to Hermès guidelines.
- Manage repair items within a dedicated space in the Maison.
- Diagnose and analyze products, focusing on Leather bags, bags with precious skins, and timepieces, following group repair guidelines.
- Coordinate with Senior After-Sales Coordinator, Artisan, and Métier Managers across Métiers for guidance.
- Complete the H-Care process via HPad, documenting client details, pricing, lead times, processes, and pick-up procedures.
- Log and process repair requests using the H-Care platform.
- Inspect repaired items for quality, cleanliness, and readiness for return.
- Finalize transactions at the POS, collect payments, and coordinate with back-of-house teams to ensure compliance.
Support – Sales Team Collaboration:
- Guide clients to the After Sales area, ensuring proper procedures are followed.
Client Experience & Client Interaction:
- Provide personalized, high-level service throughout the repair journey.
- Handle payments for repairs.
- Explain repair processes, timelines, and costs; assess items at drop-off.
- Maintain communication with clients regarding repair status via email or phone.
- Respond promptly to inquiries, ensuring exceptional service.
- Conduct post-repair follow-ups to ensure satisfaction.
- Assist with shop floor selling during quieter periods, prioritizing repair clients based on appointments via Qudini.
Operational, Store & Aftercare Standards:
- Participate in store communications and updates.
- Uphold standards and adhere to operational procedures.
- Balance back-office and client-facing responsibilities (50/50).
Training & Development:
- Support sales staff on After Sales matters.
- Engage in product training to deepen knowledge, including meetings, Paris trainings, and Porte tools.
About You:
- Excellent presentation; an ambassador of the House.
- Experience leading an Aftercare or After Sales team in luxury or technical products.
- Ability to manage and inspire diverse teams.
- Exceptional client service skills in high-touch environments.
- Highly organized, adaptable, and dependable.
- Collaborative team player, capable of working independently and remotely.
- Strong communication, interpersonal, and relationship-building skills.
- Calm, diplomatic, and approachable under pressure.
- Proficient in IT systems, including sales platforms, Microsoft Office, and Windows.
- Efficient in fast-paced, high-pressure situations.
- Meticulous in procedures, attitude, and presentation.
- Solution-oriented with strong listening skills and empathy.
- Proactive, driven, and passionate about challenges and success.
- Impeccable presentation and articulate communication.
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Aftercare Ambassador Leather employer: Hermès International
Contact Detail:
Hermès International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftercare Ambassador Leather
✨Tip Number 1
Familiarise yourself with Hermès products, especially leather goods and timepieces. Understanding the intricacies of these items will help you engage with clients more effectively and demonstrate your expertise during interviews.
✨Tip Number 2
Practice your customer service skills by role-playing different scenarios related to aftercare and repairs. This will prepare you for the types of interactions you'll have as an Aftercare Ambassador and show your ability to handle various client situations.
✨Tip Number 3
Network with professionals in the luxury retail sector, particularly those with experience in after-sales service. Building connections can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 4
Stay updated on the latest trends in luxury retail and aftercare services. Being knowledgeable about industry standards and innovations will not only impress interviewers but also demonstrate your commitment to the role.
We think you need these skills to ace Aftercare Ambassador Leather
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of the Aftercare Ambassador position. Highlight your relevant experience in customer service, particularly in luxury or technical products.
Tailor Your CV: Customise your CV to reflect your skills and experiences that align with the role. Emphasise your client service skills, ability to manage diverse teams, and any experience you have in aftercare or after-sales environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the brand and your understanding of the aftercare process. Mention specific examples of how you've provided exceptional service in previous roles and how you can contribute to the team.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Hermès International
✨Showcase Your Customer Service Skills
As an Aftercare Ambassador, exceptional client service is key. Be prepared to share specific examples of how you've provided outstanding service in previous roles, especially in high-touch environments. Highlight your ability to handle inquiries and resolve issues effectively.
✨Demonstrate Product Knowledge
Familiarise yourself with Hermès products, particularly leather goods and timepieces. During the interview, express your understanding of the repair processes and the importance of quality assurance. This will show your passion for the brand and its commitment to excellence.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Share experiences where you successfully collaborated with others to achieve a common goal. Highlight your ability to inspire and manage diverse teams, as well as your adaptability in different situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle pressure. Prepare for scenarios related to client interactions, repairs, and after-sales processes. Think about how you would approach these situations and communicate your thought process clearly.
