Job Description
The Team: The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high-touch service.
The Opportunity: As the Client Relations Center Coordinator, you will play a key role in shaping the eCommerce department's strategy, serving as the primary point of contact for both Hermes.com and flagship boutique clients via phone, email and live chat. You will uphold exceptional customer service standards, ensuring an elevated client experience in every interaction.
The CRC Coordinator is based in the E59 New York, NY Corporate Office.
About the Role: - Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written
- Display and implement product knowledge, while conveying the Hermès style, values, and vision
- Follow-up and resolve all client issues and inquiries in a timely manner
- Respond to client voicemails
- Place online orders and follow-up on pending orders
- Resolve delivery issues related to e-Commerce orders
- Collaborate with internal partners to ensure resolution and exceed client expectations
- Adapt well in a fast-paced environment, being flexible and resilient while handling all situations with graciousness
- Maintain confidentiality and company policies for data protection and security
- Adhere to all Hermès policy & procedures relative to role and responsibilities
- Uphold high client expectations in every interaction
- Offer tailored solutions and recommendations to customers
- Maintain a sophisticated and professional tone in all interactions
- Possess deep knowledge of luxury goods or services
- Address concerns efficiently while maintaining brand integrity
- Foster long-term customer loyalty through exceptional service
- All other duties as assigned by supervisor
Supervisory Responsibility: Budget Responsibility: Decision Making Responsibility: About You: - Open availability, Monday through Sunday, with flexibility to meet business needs
- 1-2 years' experience in a call center or customer service role, including hands-on internships
- Strong verbal and written communication skills
- Experience in luxury retail, hospitality, or high-end customer service
- Ability to manage complex requests with professionalism and discretion
- Familiarity with CRM systems and call center software
- Knowledge of Microsoft Excel and Word
- Team-oriented, assisting peers, mentoring new members, and sharing knowledge
- Proactive in identifying potential issues and implementing solutions
- Actively seeks feedback for continuous improvement
- Ability to exercise sound judgment
- Strong multitasking and problem-solving capabilities
- High level of attention to detail to ensure service excellence
- Multilingual skills are a plus
The range for this position is $23.43 - $28.64 per hour. Actual rates are determined on the job, location, and individual experience.
We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"
Job Tags
Hourly pay, Permanent employment, Internship, Worldwide, Flexible hours, Sunday,