Hermès After Sales Service Executive

Shanghai • China

Friday, February 21, 2025

Hermès, a distinguished French maison established in 1837, is renowned for its creation, craftsmanship, and distribution of high-quality luxury goods. As a family-owned and independent entity, Hermès employs nearly 20,000 individuals globally. The company is driven by a spirit of entrepreneurship and a commitment to excellence, fostering freedom and autonomy through responsible management. Hermès is dedicated to preserving exceptional craftsmanship, with a strong territorial presence that respects both people and nature, sourcing extraordinary materials. The brand's creativity is fueled by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide.

1. Ensure the implementation of repair center processes and coordinate with workshops for high-quality and efficient repairs.
2. Establish operational and after-sales service solutions, policies, procedures, and train workforce to manage increasing repair volumes.
3. Lead the development and implementation of standards, policies, and procedures to optimize operational performance.
4. Handle escalated customer service issues and review complaints.
5. Set up KPIs, review monthly reports, and monitor and analyze to ensure high-quality customer service and improved repair lead times.
6. Manage inventory of spare parts.
7. Develop and enhance customer service training for stores, focusing on advanced customer handling skills and systemic training, and monitor training results for continuous improvement.
8. Support line manager with new projects to further develop after-sales service in China.

1. Minimum of 3 years of experience in customer service departments, preferably in the luxury retail sector, with experience in leather goods.

1. Strong communication skills
2. Excellent service orientation and ability to handle challenges and pressure
3. Problem-solving and multitasking abilities
4. Willingness to collaborate with other departments
5. Good organizational skills and logical thinking
6. Proficiency in oral and written English; French is an advantage

Minimum of 3 years of experience in customer service departments, preferably in the luxury retail sector, with experience in leather goods.

University graduate

Hermès offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts on luxury products.

Hermès fosters a culture of innovation and excellence, emphasizing the importance of craftsmanship and sustainability. The company values autonomy and responsibility, encouraging employees to contribute to its legacy of luxury and quality.