The Prospect:

The Client Contact Consultant is responsible for communication with clients via all systems and tools within the Client Contact Center. The Client Contact Consultant will answer queries by email and by phone in order to satisfy all client requests. They are also in charge of the online and phone orders workflow and back‑office tasks. The Client Contact Consultant is an ambassador of the house and brings the highest quality of service and excellence to our clients. They are the main entry contact for our clients and are accountable for satisfying their request in compliance with the terms and conditions and rules set by the company.

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 Service

- Client Contact Center for Hermès Australia utilizing all systems and tools including but not limited to telephone, emails, Eptica and client contact systems.

- Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous…)

- Forward queries to the dedicated people if needed (store, management, After Sales…)
- Ensure all the requests are closed within the targeted timeframe and with the highest quality of service.

Backoffice – H.com order workflow

- Review and validate the online and telephone orders; contact the client at any necessary touchpoint if the order cannot be fulfilled, additional required information, etc.

- Once validated, follow up the workflow until the invoice.





- Create the shipment request and transmit tracking number to the customer.
- Follow up the returns, and once quality control is successful, proceed to the validation of the exchange or refund.

- Strong link with Inventory and Finance teams.

Followup and ad hoc tasks

- Sales reporting (type of order, mean of payment…)
- Enquiries and claims reporting: by typology (delivery, product…); return and exchanges followup

Skills

- Service and excellence oriented
- Human and Sales skills; people oriented
- Product knowledge and luxury sensitive
- Compliance and procedure oriented
- Autonomous, agile, ability to prioritise

About You

- At least 3 years’ experience in customer service or call centre
- Experience in luxury retail industry is preferred
- Rigorous, well organised
- Problem solving skills
- Ability to handle stress in complex situations
- Litigations and difficult conversations
- Assertive
- Team player

Eligibility

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

Equal Opportunity Employment

- 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 respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.

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