The Team: 

The Client Relations team oversees all content and aspects of the Hermes.com business while supporting omnichannel services and client phone, email, and live chat inquiries in partnership with US flagship boutiques.  

The Opportunity: 

As the Senior Client Relations Coordinator, you will assist both our Hermes.com and flagship boutique clients by phone, email and live chat inquires, supporting training and development initiatives as needed.

You will offer support to less tenured Coordinators on clients’ issues and acts as second point of escalation.  In this role, you will lead by example, role modelling Hermes values and exceeding expectations on Quality Assurance, Productivity and Time & Attendance.

You will perform organizational tasks related to customer service and elevates overall client experience in all interactions. 

About the Role:  

Support Client Relations Center team in daily responsibilities, ensuring the highest standards of customer service in keeping with the Hermès standards of service. Answer phone and email inquiries while demonstrating impeccable communication skills, both verbal and written. Respond to client voicemails, place online orders and follow-up on pending orders, and resolve delivery issues related to e-Commerce orders.  Help craft Training and Development programs for the CRC team to maintain product knowledge, understanding of best practices, policies and procedures.  Address elevated internal and external client queries with grace and composure, ensuring speedy follow-up and resolution of client escalations. Partner with store and eCommerce teams to deliver seamless client experiences. Develop strong working relationships across store and eCommerce teams to ensure the best omnichannel experience for the client.  Display and implement product knowledge, while conveying the Hermès style, values, and vision.  Proactively seeks additional responsibilities to increase their own development and support the greater needs of the team.  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, All other duties as assigned by supervisor.

 Supervisory Responsibility:  

NO 

Budget Responsibility:  

NO  

Decision Making Responsibility:  

YES – as needed, in partnership with CRC Leadership.

About you:

Open Availability - Monday through Sunday This position requires a flexible schedule to meet the needs of the business 1-2 years of experience in similar call center and/or customer service environment. Team player, proactively assisting peers as needed, mentoring new members, and sharing    knowledge.  Proactive at anticipating problems and capable of analyzing and arriving at a workable solution. Proactively seeks feedback to improve performance. Strong ability to exercise appropriate judgment.  High level of attention to detail. Proven excellence at communication skills (verbal and written) and ability to multitask. Established knowledge of Microsoft Excel and Word.  Knowledge of French and/or Mandarin is a plus. 

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.