Coordinator - Client Relations Center - Hermes

The Team:

The Client Relations team oversees all content and aspects of the Hermes.com business while supporting omnichannel services and client phone/email inquiries in partnership with US flagship boutiques.

The Opportunity:

As the Client Relations Coordinator, you will contribute to the overall eCommerce department strategy by being the first point of contact for both our Hermes.com and flagship boutique clients by phone and/or email. The Coordinator demonstrates high level customer service and elevate overall client experience in all interactions.

About the Role:

• Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written
• Display and implement product knowledge, while conveying the Hermès style, values, and vision
• Follow-up and resolve all client issues and inquiries in a timely manner
• Respond to client voicemails
• Place online orders and follow-up on pending orders
• Resolve delivery issues related to e-Commerce orders
• Maintain confidentiality and company policies for data protection and security
• Adhere to all Hermès policy & procedures relative to role and responsibilities
• Uphold high client expectations in every interaction
• All other duties as assigned by supervisor

Supervisory Responsibility:

• NO

Budget Responsibility:

• NO

Decision Making Responsibility:

• NO

About You:

• Open Availability - Monday through Sunday
• This position requires a flexible schedule to meet the needs of the business
• 1-2 years of experience, including hands-on internship, in similar call center and/or customer service environment
• Team player, proactively assisting peers as needed, mentoring new members, and sharing knowledge.
• Proactive at anticipating problems and capable of analyzing and arriving at a workable solution.
• Proactively seeks feedback to improve performance.
• Strong ability to exercise appropriate judgment.
• High level of attention to detail.
• Proven excellence at communication skills (verbal and written) and ability to multitask.
• Established knowledge of Microsoft Excel and Word.
• Knowledge of French and/or Mandarin is a plus.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.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.