We are recruiting for an Aftercare Ambassador to join our new Maison, 166 New Bond Street.
Role Mission
This role is responsible for welcoming customers, taking repairs and proposing personalised and satisfactory solutions, whilst guaranteeing the best possible service.
The Aftercare Ambassador is responsible for receiving and overseeing Hermès customer-owned merchandise (COM) across all metiers. In this role, you will provide exceptional after sales service by analysing products, identifying the repair need and possibilities and orchestrating all elements relates to the aftercare / after sales process. This includes the appropriate repair process, lead times, associated cost, tracking, follow up with the craft shops and metiers in Paris, vendors and clients as well as closure of final delivery of repairs.
This role will serve to consistently provide a high level of service to the client and streamline processing, acting as a liaison between client, craftspeople, vendors and Paris After Sales.
Key Responsibilities
* Receiving and welcoming customers
* Taking in repairs and identifying what repairs need to be and can be done to the item within the Hermès Group guidelines
* Working in a dedicated space within the Maison, organising collection for repairs
* Diagnosing and analysing the product
* Be in direct contact with local craftsmen in the various trades (Fashion, Leather, Watchmaking & Jewellery)
* Proper and clear completion of COM 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 COM forms and photographs of products using the existing Excel and After Sales Service systems where applicable
* 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 to collect client payment and liaise with the back of house team if the process is not followed
Support
* Partner with sales team to direct clients to the After Sales area and ensure proper procedures are respected
Client
* Work with clients on a one-to-one basis, providing a high-level service at all times
* Take payments for repairs that have been completed however no selling is required
* Explain the process, timeline, costs and review the overall condition of the item with the client at drop off
* Consistently follow up with clients on the status of their repairs, throughout the repair process including email or phone based on the client’s preference
* Answer phone and email requests from clients in a timely manner, ensuring the highest level of client service is provided in each interaction
* Follow up with the client post-repair pick up to ensure client satisfaction
Standards
* Active participation in store communications
* Maintain store and aftercare standards, becoming familiar with daily procedures
* Ensure a back-office presence as well as a presence in the field (50/50)
Training & Support
* Support Sales staff on After Sales issues
* Consistent participation in product training to enhance product knowledge including morning meetings, Paris trainings and tools within Porte
* 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.
About you
* Previous experience working in an Aftercare or After Sales role within a luxury, manufacturing or technical product environment
* Proven experience within Client Services, able to proactively problem solve and identify solutions relating to aftersales
* Previous experience handling issues and questions related to product repairs.
* A high level of knowledge of luxury product and materials to be able to diagnose and offer solutions accordingly
* Administrative experience to be able to prepare completion forms and log accurate information
* Organised, flexible and reliable
* Proven experience knowledge sharing and the ability to be able to impart specific and technical knowledge with the wider team
* Good team player with capacity to work autonomously & supervise from a distance
* Strong communication skills – able to communicate effectively and adapt to the audience liaising with both clients and craftspeople for the relevant trades
* Able to work efficiently and accurately under pressure
* Excellent interpersonal skills with peers and workshops
* Hold exemplary standards (application of procedures, presence in the field, attitude & presentation etc)
* Actively participate in shop team life
* Solution orientated with excellent listening skills & empathy
* Calm, approachable & diplomatic nature
* Proactivity, involvement & ability to influence / make suggestions
* A taste for challenge and success
* Energetic and enthusiastic with excellent interpersonal skills
* Excellent presentation, an ambassador of the house
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