The Opportunity The Client Contact Consultant is responsible for managing client communications across all channels within the Client Contact Centre. This includes responding to enquiries via phone, email, and digital platforms, ensuring all client requests are handled efficiently and to a high standard. In this role, you will support the end-to-end online and phone order workflow, as well as complete relevant back-office tasks to ensure seamless client experience. As a key brand ambassador, you will deliver exceptional service, representing the House with professionalism and a commitment to excellence in every interaction. You will act as the primary point of contact for clients and are accountable to resolve enquiries in line with company policies, procedures, and standards.

Based in ourE-Commerce Office, this is a fully on-site position requiring in-person attendance five days per week.

Key Responsibilities Front Office – Client Experience

Deliver exceptional service across all communication channels (phone, email, and client contact platforms such as Eptica)

Respond to 100% of client enquiries in a timely and professional manner, including:

Product information and availability

Order tracking and follow-ups

Delivery and returns

Client claims and general enquiries

Act as the primary contact point, confidently resolving issues or escalating to relevant teams (Retail, After-Sales, Store Management) when required

Ensure all client interactions meet defined service standards and response time SLAs

Build strong client relationships through a personalised and solution-oriented approach

Back Office – E-commerce Order Management

Review, validate,



and process online and telephone orders with a high level of accuracy

Proactively contact clients when additional information or issue resolution is required (e.g. order exceptions, stock limitations)

Manage orders end-to-end from validation to invoicing

Coordinate shipment requests and provide tracking details to clients

Oversee returns and exchanges, ensuring quality control processes are followed before refund validation

Maintain robust cross-functional collaboration with Inventory and Finance to ensure smooth order flow

Reporting & Continuous Improvement

Contribute to regular reporting, including:

Sales activity (order types, payment methods)

Client enquiries and complaints by category

Returns and exchanges analysis

Identify recurring client issues or process gaps and proactively suggest improvements

Support ad hoc operational and client experience initiatives

Skills and Competencies

Strong client service mindset with a passion for delivering excellence

Excellent communication and interpersonal skills

Retail awareness with the ability to balance service and sales

High attention to detail and strong organisational skills

Ability to prioritise effectively in a fast-paced e-commerce environment

Solutions-driven with strong problem-solving capability





Comfortable working with digital systems and following structured processes

Interest in luxury products and brand storytelling

About You

Minimum 3 years’ experience in customer service, client contact center, or e-commerce support role

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 and client escalations

Strong team player with a collaborative mindset

Proactive, adaptable, and accountable for outcomes

Eligibility

To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

Our Commitment

Family is at the heart of Hermès. At Hermès Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the valuesof diversity, inclusion and family both within our own walls and in the wider world. At Hermès Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès family. We support our individual team members personal and professional success through a culture that valuesequality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

At Hermès, we are proud to be an equal opportunity workplace. It is the policy of Hermès that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with

📌 Client Contact Consultant, E-Commerce (Sydney)
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📍 Sydney