Founded in 1837 in Paris as a harness and saddle maker, our client has been synonymous with superb craftsmanship, the pursuit for finest quality in materials, and the continued quest for new innovation.

Our client today houses a full range of product families: Leather Bags and Luggage, Notebook and Leather Accessories, Equestrian, Silk Scarves, Women's Ready-to-wear, Men’s Ready-to-wear, Jewellery, Watches, Belts, Gloves, Footwear, Hats, Enamel, Art of Living, Tableware, Perfume and is distributing all over the world.

We cordially invite qualified persons to join our retail team in Hong Kong.

1.        HIERARCHY

Report to Boutique Manager collaborating with HK Store Teams in order to facilitate the smooth operation of after sales service.

2.        SELECTION CRITERIA

•          Customer service oriented and able to handle customer enquiry effectively
•          Strong passion to company and knowledgeable in Hermes products
•          Independent with analytic mindset and able to work under dynamic and fast-paced environment
•     Able to stay firm and provide excellent customer service in respect of company guidelines and standards
•          Meticulous, organized and detail-mined in order to drive systematic result
•          Excellent communication, presentation and problem-solving skills
•          Good knowledge with office software application (Word, Excel, PPT etc)
•          Minimum 2 years of service in existing role

3.        MAJOR RESPONSIBILITIES

1.        SAV / After Sales Repair Center—
   • Work with related store teams and BOH teams on various customer service / after-sales service related issues for Hong Kong region.
   • Handling of repair and defective leather repair goods
   • Management of spare parts for leather repair goods
   • Ensure implementation of repair center flow and coordinate with related parties for high quality and efficient repairs
   • Monitor the operations of SAV center to maintain high standard of after sales service.
   • Able to handle and complete customer repair case and enquiry by providing correct information and timely follow up with customers.

1.       Reporting and Data Administration—

• Ensure store card and qualitative information are correctly captured and recorded in the system.
• In charge of the monthly KPI, monitor and analyze to ensure lead time improvement
• Review and update related information for easy reference.
• Compile various and systematic after sales report / store card report for management review.
• Prepare and review the forms (if any) and SAV operations records.

1.        Back-office Support
   • Liaise and coordinate with related departments on any SAV related issue
   • Coordinate with logistic team for fluent and punctual repair goods shipment
   • Work closely with main SAV function in office such as After-Sales department and LMH
   • Carry out ad-hoc or unplanned repairing and maintenance work

Please apply online for consideration at your soonest convenience. If you have any further questions about this role, please contact Lulu Gong on 3656 5824 or send your CV lulu.gong(@)fytehk.com