Aftercare Ambassador Leather
- Greet and welcome clients with warmth and professionalism.
- Receive items for repair, assess their condition, and determine feasible repairs in accordance with Hermès Group guidelines.
- Operate within a dedicated space in the Maison, managing the organisation and collection of repair items.
- Diagnose and analyse products to identify necessary interventions, paying extra attention to Leather bags, bags with precious skins, and timepieces, ensuring to follow group guidelines for repairs.
- Liaise directly with Senior After-Sales Coordinator, Artisan and Métier Managers across the various Métiers (Leather, Watchmaking, and Jewellery) for guidance.
- Accurately complete the H-Care process via the HPad, ensuring all client details, pricing, lead times, processes, and pick-up procedures are clearly documented and communicated.
- Log and process repair requests using the H-Care digital platform.
- Inspect repaired items to confirm quality, cleanliness, and readiness for client return.
- Finalise repair transactions at the POS, collect payments, and coordinate with the back-of-house team when necessary to ensure process compliance.
- Partner with the sales team to guide clients to the After Sales area, ensuring all procedures are properly followed.
- Provide personalised, high-level service to clients throughout the repair journey.
- Handle payments for completed repairs.
- Clearly explain the repair process, timeline, costs, and assess the item's condition during drop-off.
- Maintain consistent communication with clients regarding the status of their repairs, using email or phone based on their preferences.
- Respond promptly to phone and email inquiries, delivering exceptional service in every interaction.
- Conduct post-repair follow-ups to ensure client satisfaction and address any concerns.
- Support with shop floor selling during quieter repair periods - prioritisation will be guided by Qudini, ensuring repair clients are attended to first by regularly checking for pending appointments.
- Actively participate in store communications and updates.
- Uphold store and aftercare standards, adhering to daily operational procedures.
- Maintain a balanced presence between back-office responsibilities and client-facing interactions (50/50 split).
- Provide ongoing support to sales staff regarding After Sales matters.
- Engage consistently in product training to deepen product knowledge, including morning meetings, Paris-based trainings, and tools available through Porte.
- Excellent presentation, an ambassador of the House
- Proven experience leading an Aftercare or After Sales team within a luxury, manufacturing, or technical product environment.
- Demonstrated ability to manage and inspire a diverse team across various functions.
- Strong background in delivering exceptional client service, ideally in a high-touch, premium setting.
- Highly organised, adaptable, and dependable in dynamic environments.
- Collaborative team player with the ability to work independently and supervise remotely.
- Actively contributes to team life and fosters a positive, inclusive work culture.
- Exceptional communication skills, with the ability to tailor messaging to different audiences.
- Excellent interpersonal abilities, fostering strong relationships with peers, clients, and workshop teams.
- Calm, approachable, and diplomatic, even under pressure.
- Proficient in IT systems including sales platforms, Microsoft Office, and Windows.
- Capable of working efficiently and accurately in fast-paced, high-pressure situations.
- Maintains exemplary standards in procedure adherence, field presence, attitude, and presentation.
- Solution-oriented with strong listening skills and a high degree of empathy.
- Proactive and engaged, with the ability to influence, offer suggestions, and drive improvements.
- Energetic and enthusiastic, with a passion for challenges and a drive for success.
- Impeccable presentation and articulate elocution.
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