Hermès After-Sales Service Specialist
- Location
- LyonAuvergne-Rhône-AlpesFrance
- Employment
- Contract
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Sep 28, 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 Lyon is hiring an After-Sales Service Specialist (CDD, Nov 2026–May 2027). Manage repair operations and client satisfaction in a luxury retail environment.
Role & Responsibilities
- Welcome clients for repair intake and product returns, delivering Hermès service protocol with excellence
- Diagnose and assess items submitted for repair, collaborating with central after-sales and local workshop partners
- Track repair timelines, quotes, and quality control post-service delivery
- Maintain proactive client communication regarding repair status, quotes, and resolution of non-repairable or defective items
- Handle cash reconciliation schedules as part of store commercial support
- Coordinate with the Commercial Support Manager on employee equipment management and store maintenance scheduling
- Propose personalized solutions and commercial gestures within approval parameters
- Support sales advisors on after-sales matters prior to purchase completion
- Facilitate post-repair delivery and maintain the Hermès Client Culture relationship throughout the service journey
- Lead after-sales activity briefings and team engagement initiatives
Qualifications
- Minimum 3 years of proven experience in retail sales and/or after-sales service
- Fluent English proficiency (essential)
- Excellent presentation and verbal communication skills
- Strong analytical and numeracy capabilities
- Demonstrated pedagogical and interpersonal abilities with active listening skills
- Self-directed and organised approach to task execution
- Genuine passion for luxury retail environments
- Enthusiasm for sales and results-driven work
Skills
Experience
Minimum 3 years of successful experience in retail sales and/or after-sales service operations within a luxury goods or hospitality environment.
Education
No specific formal education requirement stated; practical experience in customer service or retail prioritised.
Workplace
The role is situated in Lyon, Auvergne-Rhône-Alpes, France.
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 Advisor», «Repair Services Coordinator», «After-Sales Associate», «Service Quality 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.