Aftersales Service Executive

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.