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Jobs · Marketing · New York

Coordinator - Client Relations Center

Hermès · Manhattan, NY · 5 days ago
Marketing$23.43–$28.64/hrFull-time

About the role

The Team: The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high-touch service. 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.

Responsibilities

  • 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
  • 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
  • Honour 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

Requirements

  • 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
  • Able to exercise sound judgment
  • Strong multitasking and problem-solving capabilities
  • High level of attention to detail to ensure service excellence
  • Multi-lingual skills are a plus

Qualifications

  • 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
  • Able to exercise sound judgment
  • Strong multitasking and problem-solving capabilities
  • High level of attention to detail to ensure service excellence
  • Multi-lingual skills are a plus

Skills

  • Excellent communication skills
  • Product knowledge
  • Customer service skills
  • CRM systems and call center software proficiency
  • Microsoft Excel and Word
  • Teamwork and collaboration
  • Problem-solving and multitasking abilities
  • Attention to detail
  • Flexibility and adaptability

Benefits

  • Commission and bonus incentives based on sales performance
  • Medical, Dental, Vision coverage
  • Life Insurance and Disability coverage
  • 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
  • Voluntary benefits such as flexible spending accounts, fitness reimbursement, and voluntary life insurance
  • Product discount and EAP resources
  • Access to Calm App, Health Advocate, Family Building Support, and more!

Pay

The range for this position is $23.43 - $28.64 per hour. Actual rates are determined on the job, location, and individual experience.

Schedule

Open availability, Monday through Sunday, with flexibility to meet business needs.

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