E-commerce CRC Associate
Key Skills for This Role
Full Job Posting
RESPONSIBILITIES
- Ensure excellent customer service
- Act as the primary contact for Hermès clientele across the UAE, Kuwait, Bahrain, and Qatar, delivering a seamless, refined, and positive customer experience.
- Manage client communications efficiently across email, phone calls, and WhatsApp, providing accurate and timely information regarding products, availability, order status, deliveries, returns, exchanges, and events.
- Be able to manage a high volume of customer interactions across multiple platforms, including Eptica, Magento, PureCloud, Cegid, Microsoft Dynamics, ensuring a comprehensive approach to delivering exceptional customer service and representing the House of Hermès at its best.
- Build and nurture strong client relationships through personalized service, with an emphasis on understanding individual needs and preferences.
- Coordinate inquiries with relevant departments or team members to ensure a cohesive and streamlined approach to service.
- Support team goals through a spirit of collaboration, accountability, and adaptability.
- Stay informed and up to date with product knowledge, CRC tools, and company protocols through continuous learning and professional development.
- Management and oversight of high-impact, sensitive cases
- Manage high business-impact orders (express shipping costs, gifts, etc.) that pose a potential risk to service quality: prioritization, follow-up, and support to Customer Service Representatives in resolving sensitive or high-value orders, while ensuring a high-quality customer experience.
- Provide required approvals for cases that require managerial validation.
- Ensure response time compliance and customer satisfaction by daily monitoring of customer interaction platforms and tracking response proactivity.
- Cross-department collaboration and product knowledge
- Stay updated on product features, updates, and relevant information to effectively address customer inquiries and provide accurate information.
- Prepare and delivery briefings and contribute with product information, product launches, best practices and customer service techniques.
- Create out-of-the box briefings to inspire the team
- Work closely with the communication team on events schedule and RSVP
- Be aware of the key business figures, product trends and overall trends across the stores and e-commerce platforms
- Maintain a strong collaboration with the store teams
EXPERIENCE
- At least 2 years in client relations management.
- Deliver exceptional communication with clarity and empathy in both written and verbal formats.
- Demonstrate punctuality, adaptability, and a proactive work ethic, consistently achieving high performance with minimal supervision.
- Client service oriented and eager to provide an excellent customer experience
- Highly organized, reliable, and a strong team player
- Ability to multi-task and manage priorities in a fast-paced environment
- Apply critical thinking and problem-solving skills to resolve client concerns effectively and ensure satisfaction.
- Maintain a deep understanding of Hermès’ products, values, and service expectations to support precise and elevated customer interactions
- Fluency in Arabic is a plus
Preferred Qualifications
- Fluency in Arabic is a plus
About Hermès
Hermès is a French luxury house that designs and manufactures leather goods, fashion, accessories, perfumes, watches, and homeware.
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