On-site Luxury E‑Commerce Client Experience Specialist

Hermès; Australia; On-site; AUD 60,000 - 75,000; Full time

Job summary

Hermès Australia is seeking a Client Contact Consultant to manage client communications across all channels in our fully on-site E-Commerce Office. You will support end-to-end online and phone order workflow, resolving enquiries with premium service and brand integrity.

In this role you will be the primary client contact, ensuring timely responses, accurate order processing, and close collaboration with Inventory and Finance to maintain a seamless order flow while upholding Hermès standards of

Qualifications

• Minimum 3 years’ experience in customer service, client contact centre, or e-commerce support role.
• Experience within luxury retail or service environment preferred.
• Highly organised, reliable and detail-oriented.
• Resilient under pressure and capable of handling complex client situations.

Responsibilities

• Deliver exceptional service across phone, email and client contact platforms, meeting SLAs.
• Manage e-commerce order workflow and back-office tasks end-to-end with accuracy.
• Resolve enquiries or escalate to relevant teams when needed to protect client experience.
• Collaborate with Inventory and Finance to ensure smooth order flow and returns handling.
• Contribute to regular reporting on sales activity, enquiries and returns.

Skills

Client service mindset

Excellent communication

Retail awareness

Organisational skills

Prioritise effectively

Problem-solving

Digital systems

Customer escalations

Tools

Eptica

Job description

Hermès Australia is seeking a Client Contact Consultant to manage client communications across all channels in our fully on-site E-Commerce Office. You will support end-to-end online and phone order workflow, resolving enquiries with premium service and brand integrity.

In this role you will be the primary client contact, ensuring timely responses, accurate order processing, and close collaboration with Inventory and Finance to maintain a seamless order flow while upholding Hermès standards of