About this role
Responsibilities: SAV / After Sales Repair Center
• Collaborate with store teams on customer service and after-sales service matters
• Handle repair and defective leather goods, ensuring proper assessment and follow-up
• Manage spare parts inventory for leather repairs
• Ensure proper implementation of repair center workflows and coordinate with relevant stakeholders to deliver high-quality and efficient repairs
• Monitor after-sales center operations to maintain premium service standards
• Handle and resolve customer repair cases and enquiries by providing accurate information and timely follow-up
• Work closely with craftsmen to ensure repair quality meets client expectations
• Proactively follow up on repair cases with stores and the Paris after-sales team
• Maintain close communication with the Paris team for overseas repair cases
External & Internal Coordination
• Liaise with external vendors for specific after-sales service requests • Coordinate closely with logistics teams to ensure timely and accurate shipment of repair goods • Work collaboratively with store after-sales teams and internal departments on all after-sales matters • Provide support for ad-hoc or urgent repair and maintenance requests Reporting & Data Administration
• Ensure all repair files and qualitative data are accurately recorded in the system • Monitor and analyze monthly KPIs to drive continuous improvement in lead time and service quality • Maintain and update reference materials and system records • Prepare regular and ad-hoc after-sales and repair reports for management review Back-office & Operational Support
• Provide on-site support for after-sales operations across various locations, including office, warehouse, and retail stores as required.
• Ensure smooth day-to-day operational processes within the after-sales function
Requirements:
• Minimum 2 years of relevant working experience
• Strong customer service mindset with the ability to handle enquiries effectively and professionally • Passion for the brand with sound knowledge of Hermès products • Independent, detail-minded, and highly organized with strong analytical skills • Ability to work in a dynamic and fast-paced environment while maintaining high accuracy • Strong sense of responsibility and ability to uphold company standards and guidelines • Excellent communication, presentation, and problem-solving skills • Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) • Good command of written and spoken English and Chinese (Cantonese and Mandarin) • Willingness to work across multiple locations (office, warehouse, stores) • Knowledge of Power BI and proficiency in French would be an advantage.