Aftercare Sales And Service Support Assistant

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world" Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 250 employees, from our Headquarters in London and across ten stores within our retail function in cities such as London, Dublin, Glasgow and Manchester. Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company's management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group's progress, and where everyone shows commitment and passion, depth and lightness in all that they do. Learning and sharing, cultivating one's curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual's development, and make up the company's principle of continuous learning and passing down of knowledge. Our DNA is built up of People, Passion, Personality and of course, our wonderful Product. This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation. We are currently seeking a dedicated, organised and reliable Sales & Service Support Assistant who will be focusing on Aftercare to join our Cadogan Store. This role will be a 12-month fixed-term (maternity cover) contract. Role Mission In this pivotal role, you will be responsible for client aftersales and Aftercare, ensuring every interaction reflects our commitment to exceptional customer service. As a Sales & Service Support Assistant, you'll also play a key role in maintaining operational excellence - supporting till control procedures, reporting and following up on store maintenance issues, and assisting Store Management with daily planning and general administration. Your contribution will help ensure the smooth running of day-to-day store operations and uphold the highest standards of service. Key responsibilities Aftercare / After Sales

• Identifying what repairs need to be and can be done to the item within the Hermès Group guidelines
• Products knowledge, diagnosing and analysing the product.
• Be in direct contact with local craftsmen in the various trades (Fashion, Leather, Watchmaking & Jewellery) and organising collection.
• Proper and clear completion of 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 digital platform (H-Care) and ensure H-care files are up to date.
• 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 and collect client payment and liaise with team if the process is not followed.
• Continuously update and train your team members on new aftersales processes and skills. Support Sales staff on After Sales issues.
• Monitor lead times at each relevant step of the aftersales & repair lifecycle.
• Maintain store and aftercare standards.

Back Office Customer Service Management

• Management and follow-up of Customer Services on Passerelle and aftersales email inbox (customer contact and complaints handling)
• Be responsible for the quality of follow-up for all customer services related enquiries (customer requests, special and personalised orders, reservations and wishes, remote sales, repair requests, online sales)
• Strive for continuous improvement on Customer Services and service-related operations.
• Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence
• Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities

Internal Control and Procedures

• Till controls and support on morning store opening (till opening, key checks etc)
• Support with till closing with sales teams and/or cashiers after the store has been closed - Be responsible for accurate till controls and cash remittances (to the safe, to the bank) - Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
• Compliance and knowledge on internal procedures
• Be aware for the application of procedures related to internal control and health & safety

Store Administration & Maintenance management.

• Manage the staff daily planning to optimise sales floor coverage.
• Manage and monitor daily and monthly sales targets.
• Support with store day-to-day maintenance (lighting, cleaning, access, security...): coordinate with suppliers and Head Office, ensure timely interventions, control the quality

Performance Indicators

• Individual contribution to the efficiency and quality of store administration/operations.
• Respect of deadlines.
• Number of complaints for Aftersales

Competencies

• Previous experience in an administrative / operations position, preferably in Retail environment
• Very organised, rigorous and reliable, able to organise his/her work autonomously and to anticipate
• Client- and service-oriented, with very good communication skills
• Proficient with Excel / IT tools
• Team player - first experience of management appreciated if supervising security and/or tailor and artisan
• Professional with ability to work efficiently and accurately under pressure.

Please Note: You must hold a valid visa allowing you to work full time for the entire duration of employment, as we do not offer visa sponsorship. ** 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