Client Contact Consultant, Fixed Term, E-Commerce

Hermes
Sydney, New South Wales
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Client service mindset","Communication","Interpersonal skills","Organisational skills","Problem-solving","Resilience","Teamwork","Accountability","Prioritisation"]

Support the Hermès E-Commerce team in a temporary fixed-term 6-month role, serving as the primary client contact across phone, email, and digital platforms within the Client Contact Centre. Resolve enquiries, manage order tracking, deliveries, returns, and claims with defined service standards and SLAs. Handle end-to-end order workflows and back-office tasks, coordinate shipments with stakeholders, and contribute reporting and continuous improvement initiatives.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Hermes
Hermes
1 month ago

Client Contact Consultant, Fixed Term, E-Commerce

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Support the Hermès E-Commerce team in a temporary fixed-term 6-month role, serving as the primary client contact across phone, email, and digital platforms within the Client Contact Centre. Resolve enquiries, manage order tracking, deliveries, returns, and claims with defined service standards and SLAs. Handle end-to-end order workflows and back-office tasks, coordinate shipments with stakeholders, and contribute reporting and continuous improvement initiatives.
Location: Sydney, New South Wales
Workplace: Onsite
Employment Type: Full time · 6 months
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver exceptional service across phone, email, and digital client contact platforms, responding to enquiries with professionalism and timeliness.
  • •Act as the primary contact point, resolving issues or escalating to relevant teams (Retail, After-Sales, Store Management) when needed.
  • •Review, validate, and process online and telephone orders accurately; manage orders end-to-end from validation to invoicing.
  • •Coordinate shipment requests and provide tracking details; oversee returns and exchanges with required quality control before refund validation.
  • •Contribute to reporting on sales activity, client enquiries/complaints, and returns/exchanges analysis, and suggest continuous improvements.

Key Requirements

  • •Minimum 3 years’ experience in customer service, client contact center, or e-commerce support.
  • •Experience within the luxury retail or service environment preferred.
  • •Highly organised, reliable, and detail-oriented.
  • •Resilient under pressure with the ability to manage complex or sensitive client situations.
  • •Confident handling difficult conversations, escalations, and collaborating as a team player.
Experience:3+ years
Skills:Client service mindsetCommunicationInterpersonal skillsOrganisational skillsProblem-solvingResilienceTeamworkAccountabilityPrioritisation
Tech Stack:EpticaHermes.com

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Hermes
Hermès is a French luxury goods house specializing in high-end leather goods, ready-to-wear, accessories, fragrances, and homewares, renowned for craftsmanship and iconic products like the Birkin and Kelly bags.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 1837
WebsiteLinkedIn