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Customer Relationship Specialist

2 months ago

London, Greater London, United Kingdom Hermès Full time

About the Role

The Customer Relationship Centre is a key division within the E-commerce and Digital department of Hermès GB, serving as the primary point of contact for all UK and Ireland customers. As a Customer Relationship Specialist, you will play a vital role in providing exceptional customer service and representing the House of Hermès at its best.

Key Responsibilities

  • Act as the single point of contact for UK and Irish customers, handling inquiries and customer interactions via various communication channels.
  • Follow up on customer interactions, advising and developing sales opportunities.
  • Make proactive outgoing calls to certain clients, focusing on service excellence.
  • Offer personalized styling guidance and support to customers, helping them discover products that align with their unique style.
  • Foster and maintain long-lasting relationships by balancing commercial acumen with a commitment to service excellence.
  • Drive initiatives aimed at improving the customer experience.
  • Assist customers contacting stores, guide them, and provide a seamless omnichannel experience.
  • Ensure the quality of relationships with customers and stores, upholding a spirit of service.
  • Provide extensive product information to customers, including stories of the House, product characteristics, availability, and procedures.
  • Collaborate closely with retail stores and other Head Office departments to build strong relationships and a close working partnership.

Competencies

  • Empathetic and kind, with a strong sense of service and a customer-centric approach.
  • Ability to build and maintain long-lasting relationships with customers, understanding their style needs and preferences.
  • Assertive, with a capacity for analysis, autonomy, and effective stress management.
  • Agility with Microsoft Office tools.
  • Team player with experience in e-commerce, retail, hotel, and hospitality sectors, or a background in these areas.

Contractual Information

Fully flexible 7 days a week between 8am to 7pm (rotated according to team schedule).

Please Note:

You must hold a valid visa allowing you to work full time for the duration of the contract.