Luxury E‑Commerce Client Experience Specialist

Join; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Hermès Australia seeks a Client Contact Consultant based in Sydney for an on-site, five-day-a-week front-office role managing client communications across phone, email, and digital platforms. You will support end-to-end online and phone order workflows while upholding the House’s standards of excellence.

You will act as a brand ambassador, resolving enquiries in line with policies and collaborating with Retail, After-Sales, and Store teams to deliver exceptional service to our luxury clientele.

Qualifications

• Minimum 3 years’ experience in customer service, client contact center, or e-commerce support role.
• Experience within the luxury retail or service environment preferred.
• Full working rights in Australia.
• Highly organised and detail-oriented.
• Resilient under pressure with the ability to manage complex client situations.
• Excellent communication and collaboration skills.

Responsibilities

• Deliver exceptional service across phone, email, and client contact platforms (eptica etc).
• Respond to client enquiries promptly and professionally (product information, order tracking, delivery, returns).
• Act as primary contact point and escalate issues to Retail, After-Sales, or Store Management as needed.
• Ensure all client interactions meet service standards and SLAs.
• Build relationships with clients through personalised, solution-oriented approach.
• Review, validate, and process online and telephone orders with high accuracy.
• Proactively contact clients when additional information or issue resolution is required.
• Manage orders end-to-end from validation to invoicing.
• Coordinate shipment requests and provide tracking details to clients.
• Oversee returns and exchanges and confirm refunds after quality checks.
• Maintain cross-functional collaboration with Inventory and Finance for smooth order flow.
• Contribute to regular reporting on sales activity, inquiries, and returns.
• Identify and suggest improvements for recurring issues or process gaps.
• Support ad hoc operational and client experience initiatives.

Skills

Client service mindset

Excellent communication

Interpersonal skills

Organisational skills

Attention to detail

Problem-solving

Digital systems

Luxury brand awareness

Team collaboration

Job description

Hermès Australia seeks a Client Contact Consultant based in Sydney for an on-site, five-day-a-week front-office role managing client communications across phone, email, and digital platforms. You will support end-to-end online and phone order workflows while upholding the House’s standards of excellence.

You will act as a brand ambassador, resolving enquiries in line with policies and collaborating with Retail, After-Sales, and Store teams to deliver exceptional service to our luxury clientele.