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Customer Relationship Specialist
2 months ago
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 our UK and Irish customers, handling inquiries and customer interactions via various communication channels.
- Follow up on all interactions with customers, advising and developing sales opportunities.
- Make outgoing calls to proactively engage with certain clients, demonstrating a commitment to 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 with customers, balancing commercial acumen with a focus on service excellence.
- Drive initiatives aimed at improving the customer experience.
- Assist customers contacting our stores, provide guidance, and offer a seamless omnichannel experience.
- Ensure the quality of relationships with customers and stores, upholding the 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 foster a culture of teamwork.
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 strong analytical skills, autonomy, and excellent stress management skills.
- Proficient in Microsoft Office tools and agile in adapting to new technologies.
- Team player with a strong appreciation for collaboration and a customer-focused mindset.
- Experience in e-commerce, retail, hotel, and hospitality sectors, or a background in these areas, with a proven track record of delivering exceptional customer service.
Contractual Information
Fully flexible 7 days a week between 8am to 7pm, with a rotating schedule to ensure adequate coverage.
Please Note:
Candidates must hold a valid visa allowing them to work full-time for the duration of the contract.
