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.