Location
Samsonite Oxford Street Store, 285 Oxford Street, London W1C 2DW

Hours
40 hours per week

Salary
Negotiable

About the Role
As a Repair Studio Assistant at Samsonite, you will be the trusted expert behind a globally recognized brand known for innovation, durability, and style in travel solutions. Your mission is to deliver exceptional customer service while performing precise, high-quality repairs that restore products to their original standard. You will combine technical skills with deep product knowledge, ensuring every interaction reflects Samsonite’s commitment to excellence and care. From assessing damage and executing repairs to advising customers on warranties and after-sales services, you play a vital role in maintaining customer trust and loyalty.

Key responsibilities include greeting customers warmly and providing empathetic, professional assistance for repair inquiries, explaining repair options and timelines clearly, and supporting virtual repair requests via WhatsApp, Saferpay, and other platforms. You will perform hands-on repairs such as wheel, handle, lock, zipper slider, and hinge replacements, following manufacturer guidelines and maintaining high standards of quality and safety.

Additionally, you will contribute to store performance by understanding and striving to exceed repair studio KPIs, using X-Store and Power BI for transactions and reporting, and completing ongoing training. You will manage stock control procedures, adhere to operational policies including cash handling and health & safety, maintain cleanliness and organization, and support merchandising and marketing efforts. Acting as a brand ambassador, you will communicate clearly with customers and team members while upholding Samsonite’s dress code and grooming standards.

Experience
Technical repair skills including wheels, handles, locks, zippers, and hinges. Damage assessment and product knowledge. Customer service excellence and operational competence. Health & safety compliance.

About you
Detail-oriented with strong time management skills. Passionate about craftsmanship and problem-solving. Able to communicate clearly and courteously with customers and team members. Reliable and committed to maintaining high standards of quality and safety.

Qualifications
Computer literacy and ability to use X-Store and Power BI confidently. Completion of Quest training modules and ongoing learning. Understanding of Samsonite’s operational policies and environmental standards.