Aftercare Ambassador Leather

Role Mission

In this pivotal role, you will be responsible for welcoming customers, taking repairs and proposing personalised and satisfactory solutions, whilst guaranteeing the best possible service.

The Aftercare Ambassador is responsible for receiving and overseeing Hermès customer-owned merchandise (COM) across all metiers.

In this role, you will provide exceptional after sales service by analysing products, identifying the repair need and possibilities and orchestrating all elements relates to the aftercare / after sales process.

This includes the appropriate repair process, lead times, associated cost, tracking, follow up with the craft shops and metiers in Paris, vendors and clients as well as closure of final delivery of repairs.

This role will serve to consistently provide a high level of service to the client and streamline processing, acting as a liaison between client, craftspeople, vendors and Paris After Sales.

Key responsibilities

Aftercare / After Sales


* Greet and welcome clients with warmth and professionalism.


* Receive items for repair, assess their condition, and determine feasible repairs in accordance with Hermès Group guidelines.


* Operate within a dedicated space in the Maison, managing the organisation and collection of repair items.


* Diagnose and analyse products to identify necessary interventions, paying extra attention to Leather bags, bags with precious skins, and timepieces, ensuring to follow group guidelines for repairs.


* Liaise directly with Senior After-Sales Coordinator, Artisan and Métier Managers across the various Métiers (Leather, Watchmaking, and Jewellery) for guidance.


* Accurately complete the H-Care process via the HPad, ensuring all client details, pricing, lead times, processes, and pick-up procedures are clearly documented and communicated.


* Log and process repair requests using the H-Care digital platform.


* Inspect repaired items to confirm quality, cleanliness, and readiness for client return.


* Finalise repair transactions at the POS, collect payments, and coordinate with the back-of-house team when necessary to ensure process compliance.

Support - Sales Team Collaboration


* Partner with the sales team to guide clients to the After Sales area, ensuring all procedures are properly followed.

Client Experience & Client Interaction


* Provide personalised, high-level service to clients throughout the repair journey.


* Handle payments for completed repairs.


* Clearly explain the repair process, timeline, costs, and assess the item's condition during drop-off.


* Maintain consistent communication with clients regarding the status of their repairs, using email or phone based on their preferences.


* Respond promptly to phone and email inquiries, delivering exceptional service in every interaction.


* Conduct post-repair follow-ups to ensure client satisfaction and address any concerns.


* Support with shop...