Sales & Service Team Leader

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 16,600 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial presence that respects people and nature, a source of exceptional materials. Sixteen artisanal métiers nurture the creativity of the house, whose collections are presented in over 300 stores in 45 countries across the world.

We cordially invite high calibre talent to join our Hermès team in Hong Kong.

Responsibilities:
Service Operations

• When customer is queuing to enter the store, identify customer needs, product interest and enquires whilst offering a high standard of customer service
• Act as a service ambassador and interact with the customers in professional manner
• Ensure sales team members availability and ready to serve the customers
• Reassure customer acknowledge on the timeline, and they will be served by the next available staff
• Handle and manage any potential queue issues among customers in a professional manner
• For Open door scenario: Always ensure service team members are available and acting as a contact point for customers who seek for Sales Associate
• Provide instant assistance to solve customer case
• Support on floor operation issues and general store operations
• Observe and provide feedback to Boutique Manager on customer experience enhancement
• To assist any other duties as assigned by superior

Team management

• Observe and review the team’s performance on regular basis
• Organize and perform Service-related briefing to other team members to enhance service excellence awareness
• Take initiatives to work on action plans or games to cultivate the team for Service excellence/ upgrade the overall in-store customer experience
• Act as trainer for new joiners on processes & tools
• Drive and communicate procedures and practice, follow through implementation and review with suggestions

Requirements:

• Work experience in retail sales / stock management / customer service field
• Cheerful, helpful and ability to perform company’s standard of customer service
• Proactive, good team player and good communication skills and problem solving skill
• Assertive, possess good understanding of floor operations and solid problem-solving skills
• Flexible, and able to adapt well to changes
• Good command of written and spoken English and Chinese (Mandarin and Cantonese) 

Interested parties, please send your resume with expected salary and date of availability to: [email redacted, apply via Company website] or by clicking "Apply Now"

(Data collected will be treated in strict confidence and used for recruitment purpose only.)