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hermès contact centre

3 months ago

Sydney, New South Wales, Australia Hermès Australia Full time

General Role

Reporting to the Digital & e-Commerce Manager, the role of Client Contact Consultant is to support the online client and ensure a seamless experience.

Main responsibilities

Front Office

  • 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

  • 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
  • Continue to build on strong connection with Inventory and Finance teams

Profile

  • Service and excellence oriented with the ability to act as an ambassador of the house bringing the highest quality of service excellence to our clients
  • Human and sales skills; people oriented
  • Product knowledge and luxury sensitive
  • Compliance and procedure oriented
  • Autonomous, agile, ability to prioritise
  • Ability to handle stress in complex situations
  • Ability to work on a rotating roster including weekends and public holidays
  • At least 3 years' experience in customer services or call centre
  • Experience in the luxury retail industry is preferred

Before applying for this role, we kindly ask that you ensure you have full working rights within Australia to be an eligible candidate for this position.

This is an ongoing job advertisement, shortlisted candidates will be placed in our Talent Pool and contacted when positions become available.

About the Hermès Group

A creator, artisan and seller of objects since 1837, Hermès is a family-owned French house underpinned by exceptional know-how passed down from generation to generation.

Hermès asserts its uniqueness by combining creative freedom with a constant quest for the finest materials and by offering challenging and meaningful roles consistent with the values of craftsmanship that guide the house.