E-commerce CRC Associate

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