Role Summary

This role will be the Client Service Ambassador of the boutique, ensuring the correct services compliment the Client experience of all clients. Being a role model for embodying the service values of the house whilst extending exceptional hospitality. This role will manage and support all private client appointments in the boutique whilst ensuring all client services tools are well managed.

Primary Responsibilities:

Customer Service

• Reporting to the Maison Host, oversee the Sales Floor by embodying the Client Service of the Maison.
• Be an ambassador for client experience and hospitality
• Queue management, appointment management, and in-store waiting times
• Greet clients when they enter the store, giving a positive first impression
• Guide clients through the boutique on store tours, providing architectural, historical and relevant information
• Direct and guide clients through the boutique to their desired destination
• Engage with customers on the floor and introduce them to the relevant team members; direct clients to the appropriate areas for their appointments
• Oversee floor operations so that all clients are attended to
• Work with the Maison Host to ensure the flow of clients is managed smoothly
• Extend service gestures including but not limited to client requests, repairs, online pickups, product adjustments and client resolutions for service issues.
• Support the waiting system of the boutique with the Maison Host
• Ensure the store is always clean and perfectly presented, by working closely with the cleaning team

Sales Support

• Support the visual merchandising standards of the floor, working closely with the Visual Merchandiser
• Liaise with the store security team, offering direction and advice
• Report any external activity of the boutique to+ the Management team
• Support in store animations and clientelling activities
• Working with the Service Liaison, offer beverage and refreshment service where necessary

Private Client Area Management

• With the Maison Host, review and manage the booking of the private client areas in the boutique.
• With the Service Liaison and Sales Associates, prepare and organise the private client areas ahead of any appointments.
• Keep accurate records of client appointments and update changes accordingly
• Ensure all the dry bars and wet bars in the boutique are well stocked and replenished for client appointments by Service Liason.
• Provide support to the Client appointment by offering sales tools where necessary
• Oversee and ensure that the private client areas are returned to an immaculate state after every client appointment by Sales Team/Service Liaison.

Feedback

• Identify areas of improvement and share ideas
• Share best practices to the team
• Inform management about potential client complaints
• Inform management or team about emerging and potential clients

Application

In your cover letter, please answer the following questions:

• What is your motivation to apply for Hermès?
• What do you know about Hermès?
• If you were an Hermès piece, what would you be and why?

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.