Hermès After Sales Coordinator

Dubai UAE

Tuesday, January 21, 2025

Hermès, a distinguished French maison established in 1837, is renowned for its craftsmanship, creativity, and commitment to quality. As a family-owned and independent enterprise, Hermès employs nearly 20,000 individuals globally, fostering a culture of entrepreneurship and responsibility. The brand is celebrated for its exceptional savoir-faire, with a strong territorial presence that respects both humanity and nature, sourcing only the finest materials. Hermès' collections, spanning fifteen artisanal métiers, are showcased in over 300 stores worldwide, reflecting the maison's dedication to excellence.

1. Provide exemplary customer service by warmly welcoming clients and facilitating their needs upon store entry.
2. Guide customers to appropriate departments for after-sales services, exchanges, and returns.
3. Coordinate with the sales team to ensure seamless customer handovers to available advisors or cashiers.
4. Oversee daily operations of the after-sales service (SAV), ensuring efficient documentation and communication flow.
5. Maintain strong relationships with internal and external repair partners, including craftsmen, watchmakers, and cobblers.
6. Ensure timely completion and submission of H-care files, keeping clients informed of lead times.
7. Resolve client issues related to after-sales, striving for positive outcomes.
8. Monitor ongoing H-care files, advising clients of any delays or issues.
9. Manage incoming repair deliveries, promptly informing clients of their status.
10. Collaborate with the stock team to manage defective stock returns or repairs to Paris.
11. Coordinate with logistics to ensure proper documentation of SAV parcels.
12. Liaise with stock teams and cash desks regarding credit notes and supplier returns.
13. Prioritize workload to address urgent cases promptly.
14. Manage SAV petty cash and expenses.
15. Maintain organization of the SAV room, ensuring efficient receiving and collection processes.

1. Strong reporting skills with attention to detail.
2. Ability to work independently with strong follow-up skills.
3. Innovative problem-solving capabilities.
4. Highly analytical thinker.
5. Professional demeanor in customer service.
6. Positive team attitude.

1. Excellent communication and interpersonal skills.
2. Strong organizational and multitasking abilities.
3. Proficiency in managing customer relationships.
4. Ability to work collaboratively within a team environment.
5. Attention to detail and accuracy in reporting.

Previous experience in a customer service or after-sales role within the luxury retail sector is preferred.

The position offers a comprehensive benefits package, including health insurance, employee discounts, and opportunities for professional development within a prestigious global brand.

Hermès fosters a workplace culture that values freedom, autonomy, and responsibility. The brand is committed to nurturing talent and promoting a respectful and inclusive environment. Employees are encouraged to cultivate creativity and innovation, contributing to the maison's legacy of excellence.