Job Description

Role Purpose

As a Client Advisor within the Client Relations Centre, based in the head office, you will be an ambassador of the Maison, delivering a personalised and memorable experience to our clients across multiple channels. Operating in a multilingual and fast paced environment, you will build lasting relationships, provide expert guidance and ensure every interaction reflects the values, quality and attention to detail that define Hermès.

As a trusted point of contact for our UK and Irish clients, you will combine a strong sense of service, product knowledge and commercial awareness to create meaningful connections and contribute to the continued success of the Maison.

Key Responsibilities

Deliver an Exceptional Client Experience

• Support clients across telephone, email, WhatsApp and other digital channels, delivering personalised assistance tailored to their individual needs.
• Build genuine and lasting relationships through every interaction, ensuring clients feel recognised, valued and cared for.
• Take ownership of client enquiries, ensuring each request is handled with care, efficiency and attention to detail from initial contact through to resolution.

Support Client Engagement and Sales

• Act as a trusted advisor, building meaningful client relationships through personalised service, expert guidance and a deep understanding of individual needs.
• Generate sales opportunities and strengthen client loyalty by delivering exceptional service and creating memorable experiences across every interaction.
• Proactively engage with clients and share relevant products, services and Maison information in an authentic and tailored manner.

Ensure a Seamless Omnichannel Experience

• Accompany clients across our different channels, ensuring a smooth and consistent experience between digital and retail environments.
• Handle client orders with accuracy, care and attention to detail, ensuring alignment with Maison standards while contributing to a seamless and exceptional client experience.
• Provide accurate information regarding products, availability, reservations, orders, deliveries, returns, exchanges and after sales services.
• Work closely with stores and internal teams to ensure client requests are managed efficiently and with care.

Collaborate and Contribute

• Build strong partnerships with retail stores and internal teams, fostering a collaborative approach to client service.
• Share client feedback and insights to help enhance the client experience and ways of working.
• Contribute actively to team objectives and support a positive and collaborative working environment.

Skills & Experience

• Passionate about delivering exceptional service and creating memorable client experiences.
• Empathetic, personable and confident communicator, with a natural ability to build rapport and develop meaningful relationships with clients.
• Excellent verbal and written communication skills in English.
• Strong organisational, problem solving and prioritisation skills, combined with confidence, assertiveness and a strong sense of ownership when managing client interactions and requests.
• Adaptable, proactive and comfortable managing multiple tasks in a dynamic environment.
• A collaborative team player who values partnership and relationship building.
• Proficient in navigating multiple IT systems, CRM platforms, customer service software and Microsoft Office applications.
• Previous experience in luxury retail, hospitality, customer service or eCommerce is preferred. Experience supporting a discerning international clientele would be an advantage.

Contract Information

• Permanent contract.
• 37.5 hours per week.
• Based in head office in Mayfair
• Working pattern fully flexible based on business needs.
• Rotating shifts in line with team requirements.

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