Hermès After-Sales Service Coordinator
- Location
- GenevaGenevaSwitzerland
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 12, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
Hermès seeks an After-Sales Service Coordinator in Geneva to manage customer service operations and maintain excellence across Switzerland and Central Europe.
Role & Responsibilities
- Manage and track all after-sales service requests through completion, ensuring adherence to group procedures and optimal turnaround times
- Oversee client case files with focus on satisfaction, loyalty, and efficiency; coordinate with external repair workshops and the Paris Central atelier for repairs and quality control
- Deliver personalized, eloquent communication with clients, boutiques, and partners in alignment with the maison's values; provide clear explanations of quotations, policies, and decisions
- Handle sensitive situations with diplomacy and professionalism, resolving customer concerns while maintaining brand standards
- Support retail teams with after-sales guidance, technical assistance, and client communication strategies
- Monitor performance metrics including processing timelines, repair quality, secondary repair rates, and team collaboration effectiveness
- Continuously optimize after-sales procedures, client experience, and internal processes; maintain organized work and storage areas
- Utilize dedicated after-sales management tools to track all service activities and maintain accurate records
Qualifications
- Several years of professional experience in a similar role within luxury, hospitality, or e-commerce sectors
- Excellent communication and interpersonal skills with strong ability to identify and address client needs
- Superior listening abilities, service orientation, persuasiveness, and responsiveness
- Proven anticipation, organizational, and priority-management skills
- Ability to manage competing urgencies and maintain composure under pressure
- Problem-solving capabilities that ensure service standards and customer loyalty
- Full professional fluency in French and English (written, spoken, read)
- German language proficiency is advantageous
- Strong teamwork and collaborative mindset
- High personal motivation and autonomy
- Proficiency with computer tools and business applications
- Polished personal presentation
Skills
Experience
Several years of professional experience in a similar customer service or after-sales role within the luxury, hospitality, or e-commerce sectors, demonstrating consistent success in client satisfaction and operational excellence.
Education
Secondary education minimum; further professional qualification or training in customer service, business administration, or luxury retail is valued.
Workplace
This position is based in Geneva, Geneva, Switzerland.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Representative», «After-Sales Service Manager», «Service Quality Coordinator», «Customer Care Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.