Hermès Sales & Service Support Executive
- Location
- Kuala LumpurKuala LumpurMalaysia
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 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.
Sales & Service Support Executive at Hermès Retail Malaysia, Kuala Lumpur. Full-time operations and customer service role managing back-office excellence.
Role & Responsibilities
- Manage customer services and complaints handling, ensuring timely follow-up across all relevant store IT systems
- Oversee quality assurance for customer requests, special orders, reservations, and repair requests
- Partner with the sales team to optimize back-office procedures and streamline service operations
- Monitor performance metrics including conversion rates, average duration for reservations, and lead times throughout the aftersales and repair lifecycle
- Support till and stock control activities, including review and correction of inventory discrepancies
- Implement and enforce internal control procedures, compliance protocols, and health and safety standards
- Train staff on service-related digital processes and tools; communicate system updates and new procedures to the team
- Assist in managing staff rotas to optimize sales floor coverage and coordinate with external agencies for temporary staffing
- Supervise uniform allocation and organize supplies of office stationery, food and beverage items, and operational tools
- Oversee store maintenance coordination with suppliers and manage both internal and external security personnel
Qualifications
- Minimum 1 year of experience in an administrative or operations role, preferably within a retail environment
- Fluency in English (written and oral)
- Demonstrated proficiency with Excel and IT business tools
- Strong organizational and planning capabilities with the ability to work autonomously and anticipate needs
- Excellent communication and customer service orientation
- Team collaboration skills and reliability under pressure
Skills
Experience
Minimum 1 year of professional experience in administrative or operations roles, preferably in a luxury retail environment. Candidates should demonstrate familiarity with back-office procedures, customer service processes, and store management systems.
Education
No specific educational qualification explicitly required; however, a background in retail management, business administration, or operations is advantageous.
Workplace
This position is based in Kuala Lumpur, Kuala Lumpur, Malaysia.
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 «Store Operations Coordinator», «Retail Operations Administrator», «Client Services Associate», «Store Administrative Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.