Coordinator - Client Relations Center
Job Category: Digital - E-commerce, Traffic AcquisitionJob Description:The Team:The Client Relations Center team supports all aspects of the Hermes.com business, overseeing content and ensuring seamless omnichannel service. We provide expert support for client inquiries via phone, email and live chat working closely with US flagship boutiques to enhance the customer experience.The Opportunity:As the Client Relations Center Coordinator, you will play a key role in shaping the eCommerce department's strategy, serving as the primary point of contact for both Hermes.com and flagship boutique clients via phone, email and live chat. You will uphold exceptional customer service standards, ensuring an elevated client experience in every interaction.This is an onsite position based at our New York, NY Corporate Office.About the Role:
Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written
Display and implement product knowledge, while conveying the Hermès style, values, and vision
Follow-up and resolve all client issues and inquiries in a timely manner
Respond to client voicemails
Place online orders and follow-up on pending orders
Resolve delivery issues related to e-Commerce orders
Collaborate with internal partners to ensure resolution and exceed client expectations
Adapt well in a fast-paced environment, being flexible and resilient while handling all situations with graciousness
Maintain confidentiality and company policies for data protection and security
Adhere to all Hermès policy & procedures relative to role and responsibilities
Uphold high client expectations in every interaction
Offer tailored solutions and recommendations to customers
Maintain a sophisticated and professional tone in all interactions
Possess deep knowledge of luxury goods or services
Address concerns efficiently while maintaining brand integrity
Foster long-term customer loyalty through exceptional service
All other duties as assigned by supervisor
Supervisory Responsibility:
NO
Budget Responsibility:
NO
Decision Making Responsibility:
NO
About You:
Open availability, Monday through Sunday, with flexibility to meet business needs
1-2 years' experience in a call center or customer service role, including hands-on internships
Strong verbal and written communication skills
Experience in luxury retail, hospitality, or high-end customer service
Ability to manage complex requests with professionalism and discretion
Familiarity with CRM systems and call center software
Knowledge of Microsoft Excel and Word
Team-oriented, assisting peers, mentoring new members, and sharing knowledge
Proactive in identifying potential issues and implementing solutions
Actively seeks feedback for continuous improvement
Ability to exercise sound judgment
Strong multitasking and problem-solving capabilities
High level of attention to detail to ensure service excellence
Multilingual skills are a plus
The range for this position is $23.43 - $28.64 per hour. Actual rates are determined on the job, location, and individual experience.We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodationsAbout Us:"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 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 nearly 300 stores around the world"About the Team:We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.AN EQUAL OPPORTUNITY EMPLOYERFamily is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. 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, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [email protected].
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Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written
Display and implement product knowledge, while conveying the Hermès style, values, and vision
Follow-up and resolve all client issues and inquiries in a timely manner
Respond to client voicemails
Place online orders and follow-up on pending orders
Resolve delivery issues related to e-Commerce orders
Collaborate with internal partners to ensure resolution and exceed client expectations
Adapt well in a fast-paced environment, being flexible and resilient while handling all situations with graciousness
Maintain confidentiality and company policies for data protection and security
Adhere to all Hermès policy & procedures relative to role and responsibilities
Uphold high client expectations in every interaction
Offer tailored solutions and recommendations to customers
Maintain a sophisticated and professional tone in all interactions
Possess deep knowledge of luxury goods or services
Address concerns efficiently while maintaining brand integrity
Foster long-term customer loyalty through exceptional service
All other duties as assigned by supervisor
Supervisory Responsibility:
NO
Budget Responsibility:
NO
Decision Making Responsibility:
NO
About You:
Open availability, Monday through Sunday, with flexibility to meet business needs
1-2 years' experience in a call center or customer service role, including hands-on internships
Strong verbal and written communication skills
Experience in luxury retail, hospitality, or high-end customer service
Ability to manage complex requests with professionalism and discretion
Familiarity with CRM systems and call center software
Knowledge of Microsoft Excel and Word
Team-oriented, assisting peers, mentoring new members, and sharing knowledge
Proactive in identifying potential issues and implementing solutions
Actively seeks feedback for continuous improvement
Ability to exercise sound judgment
Strong multitasking and problem-solving capabilities
High level of attention to detail to ensure service excellence
Multilingual skills are a plus
The range for this position is $23.43 - $28.64 per hour. Actual rates are determined on the job, location, and individual experience.We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodationsAbout Us:"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 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 nearly 300 stores around the world"About the Team:We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.AN EQUAL OPPORTUNITY EMPLOYERFamily is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. 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, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [email protected].
Apply for the job now!
Apply Now