CRC Client Advisor
Hermès · London, England, United Kingdom
Role Purpose As a Client Advisor within the Client Relations Centre, 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 Central London. * Working pattern fully flexible based on business needs. * Rotating shifts in line with team requirements. #LI-AL3