Aftersales Specialist, Harrods

Overview

In this role you ensure a premium aftersales experience for clients at CHANEL Harrods, guiding repairs and consultations from intake to solution. You collaborate with in-house artisans and ateliers to deliver tailored outcomes and manage back-of-house repair logistics. You’ll be the face of the aftersales team, coordinating with global teams and ensuring flawless service across the boutique. This is a hands-on, client-centric role with a focus on craftsmanship and sustainability.

Pay / Benefits

• Private Medical Insurance
• Online GP
• Cycle Scheme
• Pension
• Life Assurance
• Retail Discounts across multiple retailers

Responsibilities

• Engage clients to understand repair requests and provide appropriate solutions throughout the process
• Diagnose return reasons and determine suitable outcomes (in-house, 5 Queensway/Paris Atelier, credit, or mark as unrepairable)
• Perform express and minor technical repairs on leather goods and costume jewellery
• Ensure ACET administration is timely and repairs reach workshops per guidelines
• Manage spare parts orders and boutique inventory
• Build strong client relationships and keep relevant parties informed
• Process Credit Notes on POS and support KPI-driven administration
• Deliver training on ACET projects to Fashion Advisors
• Conduct interim stocktakes and quarterly repair audits, and verify deliveries
• Develop and share expert product knowledge with the Boutique and Head Office
• Liaise with supervisors and Aftersales Manager on client complaints; coordinate with Transport for timely pickups
• Maintain a courteous, reliable, and flexible attitude with colleagues
• Support teamwork and participate in meetings and feedback sessions
• Contribute to sustainability initiatives within CHANEL’s House Ambitions

Key requirements

• Outgoing and communicative approach with strong attention to detail
• Good understanding of luxury leather goods, costume jewellery and Ready-to-Wear
• Practical repair skills and ability to perform minor/express repairs
• ACET knowledge is beneficial
• Strong problem-solving ability to assess client requests and identify solutions
• Empathy with excellent listening and client-facing skills
• Clear communication and expectation management with clients
• Experience managing workflow, prioritising tasks, and meeting deadlines
• Flexible with ad hoc requests and collaborative in team settings

• outgoing
• empathy
• strong communication
• repair skills (express/minor)
• basic ACET knowledge
• understanding of luxury leather goods and jewellery

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