Coordinator - Client Relations Center

• 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

• 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

• Commission and bonus incentives based on sales performance
• Medical, Dental, Vision, Life Insurance and Disability
• Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
• Product discount and EAP resources
• Access to Calm App, Health Advocate, Family Building Support and more