Aftersales Supervisor, HSR (1-Year Contract)

Hermès; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A luxury retail company in Singapore seeks an experienced individual to lead aftersales services, focusing on client repairs and service excellence. Candidates should have a minimum of 6 years' experience in aftersales/customer service, be fluent in English and Mandarin, and possess strong organizational and communication skills. This contract role commences in November 2025 and emphasizes teamwork and customer relationships.

Qualifications

• Minimum 6 years of experience in aftersales service and/or customer service.
• Proficient in organizing work autonomously and anticipating challenges.
• Strong focus on service excellence for both internal and external customers.

Responsibilities

• Oversee client repairs and follow up on escalations.
• Analyze demand for aftersales services to implement solutions.
• Collaborate closely with aftersales team and logistics.

Skills

Customer-oriented

Communication skills

Organizational skills

Team player

Fluency in English and Mandarin

Tools

Excel

SAP

Job description

MAIN RESPONSIBILITIES

After Sales Services for HSR

Understand the full spectrum of aftersales processes and seek continuous improvements

Oversee client repairs, follow up and escalations

Diligently check all incoming repairs to ensure repair expectations are communicated and met

Expediate backorders and provide customers with accurate availability dates

Evaluate repairs and re‑direct to the appropriate centre

Follow up on quotations between customers, craftsmen and Paris

Communicate with relevant departments to resolve issues, expedite orders and monitor shipments

Manage shipments from centralized warehouse to Paris and local suppliers

Manage shipments and documentations with logistics team

Support aftersales daily briefings

Analyze and evaluate the demand of aftersales services, to identify and implement solutions

Systems and Tools

Mastery of the Aftersales system, including follow up and validations of HCare storecards

Maintain neat and clean database and systems

Monitor and oversee spare parts stock levels based on repair needs

Design and develop aftersales internal processes and procedures

Tabulate timely reports to drive actions in order to improve repair processes and lead time

Monitor and drive KPIs

Projects and Events

Take lead and communicate aftersales projects and deployments including training . Leather personalization

Support internal and external events

Team Management

Work closely with the aftersales team, craftsmen, logistics team and stores

Support team and craftsmen to flag up any issues and escalations if need be

Performance Indicators

Aftersales KPIs (repair lead times, service rates

Individual contribution to the efficiency and quality of aftersales operations

Quality of relationship and partnership with the aftersales team, craftsmen and Paris

Quality of relationships with customers

REQUIREMENTS & CAPABILITIES

Passionate about retail and luxury

Minimum 6 years of working experience in aftersales service and / or customer service, preferably in Retail environment

Willing and able to communicate with clients directly

Service- and customer-oriented (internal and external customers), with excellent communication skills

Organized, rigorous and reliable, able to organize his / her work autonomously and to anticipate challenges

Proficient with Excel / IT tools

SAP experience would be a bonus

Team player

Language requirements : fluency in English and Mandarin (written and oral)

Contract role for 12 months commencing Nov 2025