Aftercare Ambassador - 166

We are recruiting for an Aftercare Ambassador to join our new Maison, 166 New Bond Street.

Role Mission

This role is 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


* Receiving and welcoming customers


* Taking in repairs and identifying what repairs need to be and can be done to the item within the Hermès Group guidelines


* Working in a dedicated space within the Maison, organising collection for repairs


* Diagnosing and analysing the product


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


* Proper and clear completion of COM 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 COM forms and photographs of products using the existing Excel and After Sales Service systems where applicable


* 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 to collect client payment and liaise with the back of house team if the process is not followed

Support


* Partner with sales team to direct clients to the After Sales area and ensure proper procedures are respected

Client


* Work with clients on a one-to-one basis, providing a high-level service at all times


* Take payments for repairs that have been completed however no selling is required


* Explain the process, timeline, costs and review the overall condition of the item with the client at drop off


* Consistently follow up with clients on the status of their repairs, throughout the repair process including email or phone based on the client's preference


* Answer phone and email requests from clients in a timely manner, ensuring the highest level of client service is provided in each interaction


* Follow up with the client post-repair pick up to ensure client satisfaction

Standards


* Active participation in store communications...