Client Advisor

3 weeks ago

London, United Kingdom Hermès GB Full time

General Role

As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of the end customers of our House. You will join a dynamic team based on collaborative work, team spirit, and mutual support.

Context

As part of the Hermès GB subsidiary the Customer Relationship Centre will operate as a single point of contact for end customers wishing to contact all UK and Irish stores.

This department will work in close collaboration with the European E-Commerce entity which is responsible for the online distribution of Hermès products in 17 European countries, as well as the customer service for European stores.

Within the e-Retail Department, you will be part of the front office teams initially made up of 4 client service enthusiasts whose aim is to manage the relationship of our UK and Irish customers.

Main 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:

- Make outgoing calls to have a proactive approach towards certain clients of the House, in a spirit of service.
- 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 (characteristics, availability, reservations, and so on), or any other useful information, communicate on procedures (purchases, returns, exchanges), and ensure follow-up with the store concerned.
- Works closely with the retail stores building strong relations and a close collaboration

Profile
- 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.
- 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 office tools.
- You appreciate teamwork and are recognized as a great team player.
- You have experience in the hotel, retail, or e-commerce sectors, and/or have a background in these areas. Experience in dealing directly with a demanding and international clientele would be an asset.

About the Hermès Group

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 250 employees, from our Headquarters in London and across nine stores within our retail function in cities such as London, Dublin and Manchester.

Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company’s management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group’s progress, and where everyone shows commitment and passion, depth and lightness in all that they do.

Learning and sharing, cultivating one’s curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual’s development, and make up the company’s principle of continuous learning and passing down of knowledge.

Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.

This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.
- Contract type:
Regular position
- Country:
United Kingdom
- City:
London
- Job:
Sales Development & Retail Support
- Experience:
Minimum 3 years
- Company:
Hermès GB

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