E-commerce CRC Associate

Customer service

• Serve as the primary contact for Hermès clients across the UAE, Kuwait, Bahrain, and Qatar.
• Handle email, phone, and WhatsApp inquiries about products, availability, order status, deliveries, returns, exchanges, and events.
• Manage high volumes of client interactions across Eptica, Magento, PureCloud, Cegid, and Microsoft Dynamics.
• Build personalized client relationships and coordinate inquiries with relevant departments.
• Keep current on product knowledge, CRC tools, and company protocols.

Sensitive cases and service oversight

• Prioritize and follow up on high-impact orders, including express shipping and gifts, and support representatives resolving sensitive or high-value cases.
• Provide approvals for cases requiring managerial validation.
• Monitor interaction platforms daily and track response-time compliance, proactive responses, and customer satisfaction.

Team and cross-department collaboration

• Prepare and deliver briefings on product information, launches, best practices, and customer service techniques.
• Work with the communications team on event schedules and RSVPs, maintain collaboration with store teams, and stay aware of business and product trends.
• Support team goals through collaboration, accountability, and adaptability.

Experience and qualifications

• At least two years of experience in client relations management.
• Clear, empathetic written and verbal communication.
• Client-service orientation, adaptability, punctuality, and a proactive work ethic.
• Strong organization, reliability, teamwork, and ability to manage priorities in a fast-paced environment.
• Critical thinking and problem-solving skills for resolving client concerns.
• Strong understanding of Hermès products, values, and service expectations.
• Arabic fluency is a plus.

About Hermès