Description 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 is accountable for satisfying their request in compliance with the terms and conditions and rules set by the company Responsibility Front Office – Client service Client Contact Centre for Hermès Australia utlising 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 time frame and with the highest quality of service Responsibility Back office – H.com order workflow Review and validate the online and telephone orders; contact the client at any necessary touch point eg if the order cannot be fulfilled, additional information etc Once validated, follow up the workflow till 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 Follow up and ad hoc tasks Sales reporting (type of order, mean of payment…) Enquiries and claims reporting: by typology (delivery, product…); return and exchanges and follow up Skills Required Service and excellence oriented Human and Sales skills; people oriented Product knowledge and luxury sensitive Compliance and procedure oriented Autonomous, agile, ability to prioritise Rigorous, well organized Problem solving skills Ability to handle stress in complex situations Litigations and difficult conversations Assertive Team player Profile Required At least 3 years’ experience in customer services or call center Experience in luxury retail industry is prefferred
