The Opportunity:

The Client Contact Consultant is responsible for communication with clients via all systems and tools within the Client Contact Center. The Client Contact Consultant will answer queries by email and by phone in order to satisfy all client requests. They are also in charge of the online and phone orders workflow and back-office tasks. The Client Contact Consultant is an ambassador of the house and brings the highest quality of service and excellence to our clients. They are the main entry contact for our clients and is accountable for satisfying their request in compliance with the terms and conditions and rules set by the company.

Based in our E-Commerce Office, this is a fully on-site position requiring in-person attendance five days per week.

Key Responsibilities:

Front Office - Client Service

• Client Contact Centre for Hermès Australia utlising all systems and tools including but not limited to telephone, emails, Eptica and client contact systems.
• Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous...)
• Forward queries to the dedicated people if needed (store, management, After Sales...)
• Ensure all the requests are closed within the targeted time frame and with the highest quality of service

Back office - H.com order workflow

• Review and validate the online and telephone orders; contact the client at any necessary touch point eg if the order cannot be fulfilled, additional required information etc
• Once validated, follow up the workflow till the invoice
• Create the shipment request and transmit tracking number to the customer
• Follow up the returns, and once quality control is successful, proceed to the validation of the exchange or refund
• Strong link with Inventory and Finance teams

Follow up and ad hoc tasks

• Sales reporting (type of order, mean of payment...)
• Enquiries and claims reporting: by typology (delivery, product...); return and exchanges follow up

Skills:

• Service and excellence oriented
• Human and Sales skills; people oriented
• Product knowledge and luxury sensitive
• Compliance and procedure oriented
• Autonomous, agile, ability to prioritise

About You:

• At least 3 years' experience in customer services or call center
• Experience in luxury retail industry is preferred
• Rigorous, well organized
• Problem solving skills
• Ability to handle stress in complex situations
• Litigations and difficult conversations
• Assertive
• Team player

Eligibility

• To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

Our Commitment

• Family is at the heart of Hermès. At Hermès Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

• At Hermès, we are proud to be an equal opportunity workplace. It is the policy of Hermès that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25, 185 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.