Who are the CRC Team?

The Customer Relationship Centre, a division of the recently created E-commerce and Digital department within the Hermès GB subsidiary, serves as the main contact point for all UK and Ireland customers, providing a cohesive and consistent message.

The team handles both Hermes.com inquiries (accounting for over 65% of contacts) and customer interactions with stores (remaining 35%), using various communication channels like phone, email, live chat and social media.

The team manage a high volume of customer interactions across multiple platforms, including Eptica, Magento, PureCloud, Cegid, Microsoft Dynamics... ensuring a comprehensive approach to delivering exceptional customer service and representing the House of Hermès at its best.

Within the e-commerce department, you will be part of the front office teams, currently made up of 15 team members that will grow in the near future, whose aim is to manage the relationship of our UK and Irish customers.

Key responsibilities

In a multilingual and multitasking context, you will be the single point of contact of our customers. Your main missions will be the following:

• Follow-up on all interactions with our UK and Irish customers by telephone, e-mail, and chat, advising them and developing sales.
• Make outgoing calls to have a proactive approach towards certain clients of the House, in a spirit of service.
• Offer personalised styling guidance and support to our customers, aiding them in discovering products that align with their unique style.
• Foster and maintain long-lasting relationships by balancing a commercial mindset with a foremost commitment to service excellence.
• Be a driving force behind any initiative aimed at improving the customer experience.
• Assist our customers contacting our stores, guide them, and offer them a qualitative and seamless omnichannel experience.
• Ensure, as a point of contact, the quality of the relationship with our clients, but also with our stores, in a spirit of service.
• Provide extensive product information to customers (stories of the House, characteristics, availability, reservations...), or any other useful information, communicate on procedures (purchases, returns, exchanges...), and ensure follow-up with the store or department concerned.
• Works closely with the retail stores and other Head Office departments building strong relations and a close collaboration.

Competencies

• Empathetic and kind, you have a strong sense of service and put customers at the heart of your concerns. Keen on tailor-made solutions, you have strong interpersonal skills and excellent oral and writing skills in English.
• Ability to build and maintain long-lasting relationships with customers, understanding their style needs and preferences.
• Assertive, you have a capacity of analysis, autonomy, very good stress (dispute resolution) management skills and a sharp sense of priorities.
• You show agility with Microsoft Office tools.
• You appreciate teamwork and are recognised as a great team player.
• You have experience in the e-commerce, retail, hotel and hospitality or service oriented sectors and/or have a background in these areas. Experience in dealing directly with an international clientele would be an asset.

Contractual Information
Currently Monday - Saturday

Fully flexible 7 days a week between 8am to 7pm (rotated according to team schedule)

Please Note:
You must hold a valid visa allowing you to work full time for the duration of the contract.
** Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20, 000 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 over 300 stores around the world.