E-commerce CRC Associate

Role overview

Customer service and case management

• Manage inquiries by email, phone, and WhatsApp about products, availability, orders, delivery, returns, exchanges, and events.
• Handle high interaction volumes using Eptica, Magento, PureCloud, Cegid, and Microsoft Dynamics.
• Build personalized client relationships and coordinate inquiries with relevant teams.
• Prioritize sensitive or high-impact orders, support representatives with resolutions, and provide required case approvals.
• Monitor platforms and response times to support service quality and customer satisfaction.

Product knowledge and collaboration

• Prepare briefings on product information, launches, best practices, and customer-service techniques.
• Coordinate with communications on event schedules and RSVPs and maintain collaboration with store teams.
• Stay current on products, tools, protocols, and business and product trends.

Experience and qualifications

• At least 2 years of experience in client relations management.
• Strong written and verbal communication, client-service orientation, organization, adaptability, and problem-solving skills.
• Fluency in Arabic is a plus.
• Maintain a deep understanding of Hermès products, values, and service expectations.