Aftercare Sales and Service Support Assistant

We are currently seeking a dedicated, organised and reliable Sales & Service Support Assistant who will be focusing on Aftercare to join our Cadogan Store.

This role will be a 12-month fixed-term (maternity cover) contract.

Role Mission

In this pivotal role, you will be responsible for client aftersales and Aftercare, ensuring every interaction reflects our commitment to exceptional customer service.

As a Sales & Service Support Assistant, you'll also play a key role in maintaining operational excellence - supporting till control procedures, reporting and following up on store maintenance issues, and assisting Store Management with daily planning and general administration.

Your contribution will help ensure the smooth running of day-to-day store operations and uphold the highest standards of service.

Key responsibilities

Aftercare / After Sales



* Identifying what repairs need to be and can be done to the item within the Hermès Group guidelines


* Products knowledge, diagnosing and analysing the product.


* Be in direct contact with local craftsmen in the various trades (Fashion, Leather, Watchmaking & Jewellery) and organising collection.


* Proper and clear completion of repair form including contact information, pricing, repair lead time, process and pick up procedures are all properly explained and noted.


* Log and process repairs with information from the digital platform (H-Care) and ensure H-care files are up to date.


* Examining the product and ensuring that the repair was properly completed, the product is clean and presentable for return to the client.


* Process repair transaction at POS and collect client payment and liaise with team if the process is not followed.


* Continuously update and train your team members on new aftersales processes and skills.

Support Sales staff on After Sales issues.


* Monitor lead times at each relevant step of the aftersales & repair lifecycle.


* Maintain store and aftercare standards.

Back Office Customer Service Management


* Management and follow-up of Customer Services on Passerelle and aftersales email inbox (customer contact and complaints handling)


* Be responsible for the quality of follow-up for all customer services related enquiries (customer requests, special and personalised orders, reservations and wishes, remote sales, repair requests, online sales)


* Strive for continuous improvement on Customer Services and service-related operations.


* Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence


* Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities

Internal Control and Procedures


* Till controls and support on morning store opening (till opening, key checks etc)


* Support with till closing with sales teams and/or cashiers a...