General Role

This role will be the Client Service Ambassador of the boutique, creating the first impression and ensuring the extraordinary services in a warm and sincere manner, maintaining a positive and professional attitude, being a role model for embodying the service values of the house whilst extending exceptional hospitality, ensuring the Clients experience and journey begins seamless and align with our high standard.

This role will report to the Store Manager and will primarily work within the fast-paced sales team and in close relationships with the Retail Operations team to enhance the client experience. This role will manage queuing system and clients' appointments in the boutique whilst ensuring all clients having exceptional first impression experience.

Major Responsibilities:

1. Enhance the Flow of the Customer Journey

• Greet clients when they enter the store and give a positive first impression.
• Proactively update clients in the queue when the boutique is at capacity and take responsibility to ensure the waiting time is minimized, reassure the clients, and answer first questions.
• Be curious and take a genuine interest in the client's needs and expectations, engage with them on the floor and introduce to the relevant team members.
• Create an atmosphere of helpfulness and cooperation.
• When possible, prepare and serve refreshments and in-store catering for clients.
• Seamless handover clients to the appropriated team members, ensuring the clients are directed to the right location of their designed destination and métiers.
• Support on the after-sales service and in-store collection queue management and other relevant topics to be well managed.
• Offer an excellent experience to omni-channels clients.
• Regularly monitor the client service areas in the store and ensure for the tidiness and cleanliness on the shop floor.
• Recognize and acknowledge top VIPs and regular clients of the boutique.
• Support in store animations and clienteling activities.

2. Private client management and support other appointments

• Together the Sales Associates, manage and review the booking of the client appointments as well as the private client area in the boutique.
• Keep accurate records of client appointments and update changes accordingly.
• Coordinate with E-Commerce team to maintain daily calendar of client appointments and boutique events in the appointment application, indicating arrivals, no-shows, reschedules, and cancellations.
• With Store Management and Sales Associate, support and facilitate guest invitation and appointment for any in-store event or Retail Animation.

3. Service Stock Ordering, Replenishment, and tool

• With the SSSE and F& B Team, ensure that optimal volumes of beverage, food and accompaniment items are ordered and well stocked in the BOH.
• Ensure service tools are well stock replenished and systems relate to the client management.

4. Feedback

• Identify areas of improvement and share ideas.
• Proactively inform management or team about potential customer complaints.
• Provide feedback and work closely with the Customer Experience and Operations team to consistently uphold the Customer journey topics and relevant.

Requirements & Capabilities:

• Degree holder in any field with at least 2 - 3 years' experience in luxury retails, customer service, hospitality, or in a similar capacity.
• Excellent customer service skills are required with a positive attitude for all interactions with clients.
• Excellent communication and interpersonal skills.
• Problem solving skills and ability to handle stress and complex situations.
• Fluent Thai and English communication skills, other languages will be advantage.
• Demonstrates attention to details and keeps workspace organized and neat.
• Enthusiasm and ability to alert the team for the client experience relevant topics and improvement.
• Maturity, reliability, flexibility, with a good team player attitude.
• Ability to work a flexible schedule according to needs of the business.
• Ability to provide basic information about the neighborhood, store services and other customer inquiries.

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 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 anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"