Hermès Aftersales Service Executive
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 18, 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 Aftersales Service Executive in Hong Kong to manage premium leather repair operations, coordinate with craftspeople and stores, and maintain exceptional service standards.
Role & Responsibilities
- Collaborate with store teams on customer service and after-sales matters, ensuring seamless communication and coordination
- Handle repair and assessment of defective leather goods with proper documentation and timely follow-up
- Manage spare parts inventory for leather repairs and maintain optimal stock levels
- Monitor repair center workflows and coordinate with craftspeople to deliver high-quality, efficient repairs meeting client expectations
- Oversee after-sales center operations to maintain premium service standards and compliance with company protocols
- Address customer repair inquiries and cases by providing accurate information and proactive follow-up
- Liaise with external vendors for specialized after-sales service requests and coordinate with logistics teams on timely shipment of repaired goods
- Maintain close communication with the Paris after-sales team for overseas repair cases and ensure proper escalation when required
- Record all repair files and qualitative data accurately in system; monitor and analyze monthly KPIs to drive continuous improvement in lead time and service quality
- Prepare regular and ad-hoc after-sales reports for management review and provide on-site operational support across office, warehouse, and retail locations
Qualifications
- Minimum 2 years of relevant working experience in customer service or after-sales operations
- Strong customer service mindset with ability to handle inquiries effectively and professionally
- Demonstrated passion for the Hermès brand with sound product knowledge
- Independent, detail-minded, and highly organized with strong analytical skills
- Ability to work in a dynamic, fast-paced environment while maintaining high accuracy
- Strong sense of responsibility and commitment to upholding company standards and guidelines
- Excellent written and verbal communication, presentation, and problem-solving skills
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
- Fluent in written and spoken English and Chinese (Cantonese and Mandarin preferred)
- Willingness to work across multiple locations including office, warehouse, and retail stores
Skills
Experience
Minimum 2 years of relevant working experience in customer service, after-sales operations, repair coordination, or a similar role within a luxury retail or hospitality environment. Experience in managing repair workflows, coordinating with multiple stakeholders, and maintaining service quality standards is valued.
Education
Secondary education or equivalent required; tertiary qualifications in business, customer service, or related disciplines are advantageous.
Workplace
This position is based in Hong Kong, Hong Kong, China.
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 «After-Sales Manager», «Customer Care Specialist», «Repair Services Coordinator», «Customer Service Operations Executive», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.