Chargé de clientèle trilingue

Company

Who are we?

The European e-commerce entity is responsible for the online distribution of Hermès products in 17

European countries, as well as the customer service for European stores. The Hermès Distribution

Europe team currently consists of more than 100 people divided into five teams: e-retail

Merchandising/Traffic Acquisition and data Performance, Finance et Projects, Operations, HR and

Client and Service.

Within the Client and Service Department, you will work in one of the front office teams made up of

55 client service enthusiasts who operate on two levels:  Management from A to Z of the relationship with our European e-commerce customers.  Single point of contact for end customers wishing to contact European store

Mission

What will your mission be?
As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of the end
customers of our House, both in e-commerce and retail.
You will join a multicultural team (Germany, Italy, Benelux, Nordics). Our human-sized
environment favors a close-knit management, based on collaborative work, team spirit, and
mutual support.
What will your daily life look like?
In a multilingual and multitasking context, you will be the single point of contact of our
customers. Your main missions will be the following:
1/ Follow-up from A to Z of interactions and encourage sales with our European e-commerce
customers  Interact by phone, e-mail, and WhatsApp with e-commerce customers, advise them, develop
sales.
 Receive, analyze, green-light, and follow up on European e-commerce orders until they are
received.  Delivers exceptional client service and provide a pleasant e-commerce shopping
environment consistent with our brand image.  Express enthusiasm for the stories and products of Hermès and promote their added value.  Be a driving force behind any initiative aimed at improving the e-commerce customer
experience.  Make outgoing calls in order to have a proactive approach towards certain clients of the
House, in a spirit of service keep clients informed on new products or services, changes, etc Build lasting customer relationships by delivering excellent experiences and actively
managing a client portfolio to foster engagement and loyalty, sell more than a product.
2/ Single point of contact for end customers wishing to contact European stores  Handle inbound calls for stores:  Assist our customers contacting our stores, guide them, and offer them a qualitative and
seamless omnichannel experience
 Ensure, as a point of contact, the quality of the relationship with our clients, but also with our
stores, in a spirit of service.  Provide most extensive product information to customers (characteristics, availability,
reservations, and so on), or any other useful information, communicate on procedures
(purchases, returns, exchanges), and ensure follow-up with the store concerned.

Profile

Is this job for you?
 Empathetic and kind, you have a strong sense of service and put customers at the heart of
your concerns.  Keen on tailor-made solutions, you have strong interpersonal skills, and excellent oral and
writing skills in Dutch and English.  Proven passion for selling
 Assertive, you have a capacity of analysis, autonomy, very good stress (dispute resolution)
management skills, and a sharp sense of priorities.
 You show agility with office tools.  You appreciate teamwork and are recognized as a great team player.  You have experience in the hotel, retail, or e-commerce sectors, and/or have a background in
these areas. Experience in dealing directly with a demanding and international clientele
would be an asset.
If you recognize yourself in this description, apply now!

Are you interested in this offer?

Apply!

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