Job Description

MISSION

As an Hermès ambassador, the main mission of this position is to deliver an excellent and consistent customer experience for Hermès clients in Spain and Portugal. The Client Advisor supports the subsidiary's stores in providing telephone and email support to our customers, acting as a liaison between them and ensuring excellent customer service.

This position is part of the Client Relations Center (CRC) based in Barcelona and reports directly to the Customer Experience Manager in Head offices.

KEY RESPONSABILITIES

Client assistance and relationship management

• Act as a central point of contact for clients of Hermès stores in Spain and Portugal.

• Respond to client enquiries via telephone, email and approved digital channels.

• Proactively contact customers for reservations, follow-ups and information requests.

• Call on current and potential clients to establish and maintain client relationship and to inform about new products or services.

• Ensure accurate understanding of client needs and coordinate with stores accordingly.

Management of complaints and complex situations

• Handle complaints, returns and complex client situations professionally.

• Ensure timely follow-up and resolution in coordination with stores and Head Office.

• Register and update all client interactions in the CRM system.

Coordination with stores and Head Office

• Work closely with store teams to ensure consistent client communication.

• Support stores in client follow-ups and specific operational requests.

Contribution to customer experience improvement

• Proactively identify opportunities to improve client experience and processes.

• Share client feedback and insights with the Customer Experience Manager.

• Ensure compliance with CRC procedures and service standards.

COMPETENCIES AND SKILLS

• Minimum 2 years of experience customer experience, client relations, hospitality or similar positions.

• Excellent verbal and written communication skills.

• Experience in handling customer enquiries, complaints and complex situations.

• High level of customer orientation, attention to detail and excellent stress management.

• Proficiency with office software

• Native or fluent in Spanish and English is mandatory. A fluent Portuguese level (minimum B2) is also required. Catalan will be a plus.

“Hermès Ibérica is committed to gender equality and equal opportunities at all levels and for all employees. As a responsible employer, we are committed to ethics, diversity and Inclusion. Join the Hermès human adventure”

Hermès, creadora, artesana y comerciante de objetos de alta calidad, es desde 1837 una maison familiar e independiente francesa con más de 20 000 empleados en todo el mundo. Impulsada por su permanente espíritu emprendedor y su constante nivel de exigencia, Hermès cultiva la libertad y la autonomía de cada individuo mediante una gestión responsable. La empresa perpetúa la transmisión de un savoir-faire excepcional mediante un fuerte anclaje territorial que respeta a las personas y los recursos. Dieciséis oficios nutren la creatividad de la maison, cuyas colecciones están presentes en más de 300 tiendas en todo el mundo.