CRC Client Liaison Specialist

3 weeks ago

London, Greater London, United Kingdom Hermès Full time

About the Role

We are seeking a skilled CRC Client Liaison Specialist to join our Customer Relationship Centre team at Hermès GB.

The successful candidate will be the single point of contact for our UK and Irish customers, handling inquiries and customer interactions with stores through various communication channels.

Key responsibilities include:

  • Following up on interactions with customers by telephone, email, and chat, advising and developing sales.
  • Making outgoing calls to have a proactive approach towards certain clients of the House, in a spirit of service.
  • Offering personalised styling guidance and support to customers, aiding them in discovering products that align with their unique style.
  • Fostering and maintaining long-lasting relationships by balancing a commercial mindset with a foremost commitment to service excellence.
  • Being a driving force behind any initiative aimed at improving the customer experience.
  • Assisting customers contacting our stores, guiding them, and offering a qualitative and seamless omnichannel experience.
  • Ensuring, as a point of contact, the quality of the relationship with our clients, but also with our stores, in a spirit of service.
  • Providing extensive product information to customers, communicating on procedures, and ensuring follow-up with the store or department concerned.
  • Working closely with retail stores and other Head Office departments, building strong relations and a close collaboration.

Requirements

To be successful in this role, you will need:

  • Empathetic and kind, with a strong sense of service and a customer-centric approach.
  • Strong interpersonal skills and excellent oral and writing skills in English.
  • Ability to build and maintain long-lasting relationships with customers, understanding their style needs and preferences.
  • Assertive, with a capacity for analysis, autonomy, and good stress management skills.
  • Agility with Microsoft Office tools.
  • Experience in the e-commerce, retail, hotel, and hospitality or service-oriented sectors, and/or a background in these areas.
  • Experience in dealing directly with an international clientele would be an asset.

Working Arrangements

The role is fully flexible, with a 7-day working week between 8am and 7pm (rotated according to team schedule).

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