E-commerce CRC Associate @ Hermès

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 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 over 300 stores around the world.

RESPONSIBILITIES

Ensure excellent customer service

• Act as the primary contact for Hermès clientele across the UAE, Kuwait, Bahrain, and Qatar, delivering a seamless, refined, and positive customer experience.
• Manage client communications efficiently across email, phone calls, and WhatsApp, providing accurate and timely information regarding products, availability, order status, deliveries, returns, exchanges, and events.
• Be able to manage a high volume of customer interactions across multiple platforms, including Eptica, Magento, PureCloud, Cegid, Microsoft Dynamics, ensuring a comprehensive approach to delivering exceptional customer service and representing the House of Hermès at its best.
• Build and nurture strong client relationships through personalized service, with an emphasis on understanding individual needs and preferences.
• Coordinate inquiries with relevant departments or team members to ensure a cohesive and streamlined approach to service.
• Support team goals through a spirit of collaboration, accountability, and adaptability.
• Stay informed and up to date with product knowledge, CRC tools, and company protocols through continuous learning and professional development.

Management and oversight of high-impact, sensitive cases

• Manage high business-impact orders (express shipping costs, gifts, etc.) that pose a potential risk to service quality: prioritization, follow-up, and support to Customer Service Representatives in resolving sensitive or high-value orders, while ensuring a high-quality customer experience.
• Provide required approvals for cases that require managerial validation.
• Ensure response time compliance and customer satisfaction by daily monitoring of customer interaction platforms and tracking response proactivity.

Cross-department collaboration and product knowledge

• Stay updated on product features, updates, and relevant information to effectively address customer inquiries and provide accurate information.
• Prepare and delivery briefings and contribute with product information, product launches, best practices and customer service techniques.
• Create out-of-the box briefings to inspire the team
• Work closely with the communication team on events schedule and RSVP
• Be aware of the key business figures, product trends and overall trends across the stores and e-commerce platforms
• Maintain a strong collaboration with the store teams

EXPERIENCE

• At least 2 years in client relations management.
• Deliver exceptional communication with clarity and empathy in both written and verbal formats.
• Demonstrate punctuality, adaptability, and a proactive work ethic, consistently achieving high performance with minimal supervision.
• Client service oriented and eager to provide an excellent customer experience
• Highly organized, reliable, and a strong team player
• Ability to multi-task and manage priorities in a fast-paced environment
• Apply critical thinking and problem-solving skills to resolve client concerns effectively and ensure satisfaction.
• Maintain a deep understanding of Hermès’ products, values, and service expectations to support precise and elevated customer interactions
• Fluency in Arabic is a plus