Client Contact Consultant

vor 2 Wochen

Council of the City of Sydney, Österreich Hermès Vollzeit

Client Contact Consultant at Hermès The Client Contact Consultant is responsible for communication with clients via all systems and tools within the Client Contact Center. The role handles client queries by email and phone to satisfy all client requests. The Consultant also manages online and phone order workflows and back-office tasks, acting as an ambassador of the house and ensuring the highest quality of service and excellence to clients. Responsibilities Front Office – Client service: operating the Client Contact Centre for Hermès Australia utilising all systems and tools including but not limited to telephone, email, Eptica and client contact systems. Answer emails and phone calls to 100% of client queries, covering product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous. Forward queries to the dedicated people if needed (store, management, After Sales). Ensure all requests are closed within the targeted time frame and with the highest quality of service. Back office – H.com order workflow: review and validate online and telephone orders; contact the client at any necessary touch point if the order cannot be fulfilled or additional information is needed. Once validated, follow the workflow to invoice. Create shipment requests and transmit tracking numbers to customers. Follow up returns; once quality control is successful, validate exchange or refund. Maintain strong link with Inventory and Finance teams. Sales reporting (type of order, means of payment). Enquiries and claims reporting by typology (delivery, product), returns, exchanges and follow-up. Skills Required Service and excellence oriented. Human and Sales skills; people oriented. Product knowledge and luxury sensitivity. Compliance and procedure oriented. Autonomous, agile, ability to prioritise. Rigorous, well organized. Problem solving skills. Ability to handle stress in complex situations. Litigations and difficult conversations. Assertive. Team player. Profile Required At least 3 years’ experience in customer services or call center. Experience in luxury retail industry is preferred. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Consulting, Information Technology, and Sales Industries Retail Luxury Goods and Jewelry Get notified about new Client Consultant jobs in Woolloomooloo, New South Wales, Australia. #J-18808-Ljbffr

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