Client Contact Consultant, E-Commerce

Hermes
Sydney
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Client service mindset","Communication","Interpersonal skills","Organisational skills","Problem-solving","Solution-oriented","Teamwork","Attention to detail"]

Manage client communications across phone, email, and digital channels within the Client Contact Centre, delivering timely, professional responses and meeting service standards and SLAs. Own end-to-end e-commerce order support, including validating and processing orders, handling order exceptions, coordinating shipments and tracking, and managing returns and exchanges. Represent the brand as the primary client contact while escalating issues to relevant teams and contributing to reporting and continuous improvement.

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Hermes
Hermes
3 months ago

Client Contact Consultant, E-Commerce

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Job Summary

Manage client communications across phone, email, and digital channels within the Client Contact Centre, delivering timely, professional responses and meeting service standards and SLAs. Own end-to-end e-commerce order support, including validating and processing orders, handling order exceptions, coordinating shipments and tracking, and managing returns and exchanges. Represent the brand as the primary client contact while escalating issues to relevant teams and contributing to reporting and continuous improvement.
Location: Sydney
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver exceptional service across phone, email, and client contact platforms, responding to client enquiries including product info, order tracking, delivery/returns, and claims.
  • •Act as primary point of contact, resolving issues confidently or escalating to relevant teams (Retail, After-Sales, Store Management).
  • •Support e-commerce order management by reviewing, validating, and processing online and telephone orders with accuracy.
  • •Manage orders end-to-end from validation to invoicing; coordinate shipment requests and provide tracking details.
  • •Oversee returns and exchanges with quality control before refund validation, and contribute to reporting and continuous improvement initiatives.

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, with strong organisational skills.
  • •Resilient under pressure with the ability to manage complex or sensitive client situations.
  • •Confident handling difficult conversations and client escalations.
Experience:3+ yearsE-commerceLuxury retailCustomer service
Skills:Client service mindsetCommunicationInterpersonal skillsOrganisational skillsProblem-solvingSolution-orientedTeamworkAttention to detail
Tech Stack:EpticaPhoneEmail

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