CDD -Bilingual client advisor Dutch/English (W/M)

Hermès; Paris; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Une entreprise innovante recherche un conseiller client bilingue pour rejoindre son équipe e-commerce dynamique. Dans ce rôle, vous serez le point de contact principal pour les clients européens, offrant un service personnalisé et de haute qualité. Vous travaillerez au sein d'une équipe multiculturelle, où votre sens du service et vos compétences interpersonnelles seront essentiels pour garantir la satisfaction des clients. Si vous êtes passionné par le service à la clientèle et que vous souhaitez évoluer dans un environnement collaboratif, cette opportunité est faite pour vous.

Qualifications

• Capacité d'analyse et autonomie, avec un bon sens des priorités.
• Compétences orales et écrites excellentes en néerlandais et anglais.

Responsabilités

• Suivi des interactions avec les clients e-commerce européens.
• Point de contact unique pour les clients souhaitant contacter les magasins européens.
• Fournir des informations produit et gérer les demandes des clients.

Connaissances

Service client

Compétences interpersonnelles

Gestion du stress

Analyse

Bilinguisme (Néerlandais et Anglais)

Formation

Expérience dans le secteur de l'hôtellerie, du commerce de détail ou de l'e-commerce

Outils

Outils bureautiques

Description du poste

At a glance

• Years of Experience: Beginners accepted
• Contract Type: Limited contract
• Job Schedule: Full time
• Locations: HERMES SAINT ANTOINE
• Legal Employer: HERMES SELLIER
• Posting Date: 09/16/2024, 08:40 PM

About the team

The European e-commerce entity is responsible for the online distribution of Hermès products in 17 European countries, as well as the customer service for European stores. The Hermès Distribution Europe team currently consists of more than 70 people divided into five teams: e-Retail Merchandising, Finance and Projects, Traffic Acquisition and Data Performance, HR, and e-Retail Management.

Details of the job

Hermès is looking for a bilingual customer advisor, bilingual in Dutch and English for its European e-commerce entity and customer relation center.

Within the e-Retail Department, you will work in one of the front office teams made up of 50 client service enthusiasts who operate on two levels:

• Management from A to Z of the relationship with our European e-commerce customers.

Single point of contact for end customers wishing to contact European stores.

What will your mission be?

As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of the end customers of our House, both in e-commerce and retail.

You will join a multicultural team and particularly the one in charge of Northern European countries (UK, Benelux, Nordics). Our human-sized environment favors a close-knit management, based on collaborative work, team spirit, and mutual support.

What will your daily life look like?

In a multilingual and multitasking context, you will be the single point of contact of our customers. Your main missions will be the following:

1. Follow-up from A to Z of interactions with our European e-commerce customers
   • Receive, analyze, green-light, and follow up on European e-commerce orders until they are received.
   • Interact by phone, e-mail, and chat with e-commerce customers, advise them, develop sales.
   • Make outgoing calls in order to have a proactive approach towards certain clients of the House, in a spirit of service.
   • Be a driving force behind any initiative aimed at improving the e-commerce customer experience.
2. Single point of contact for end customers wishing to contact European stores
   • Handle inbound calls for stores:
     • Assist our customers contacting our stores, guide them, and offer them a qualitative and seamless omnichannel experience.
     • Ensure, as a point of contact, the quality of the relationship with our clients, but also with our stores, in a spirit of service.
   • Provide the most extensive product information to customers (characteristics, availability, reservations, and so on), or any other useful information, communicate on procedures (purchases, returns, exchanges), and ensure follow-up with the store concerned.

Is this job for you?

• Empathetic and kind, you have a strong sense of service, and put customers at the heart of your concerns. Keen on tailor-made solutions, you have strong interpersonal skills, and excellent oral and writing skills in Dutch and English.
• Assertive, you have a capacity of analysis, autonomy, very good stress (dispute resolution) management skills, and a sharp sense of priorities.
• You show agility with office tools.
• You appreciate teamwork and are recognized as a great team player.
• You have experience in the hotel, retail, or e-commerce sectors, and/or have a background in these areas. Experience in dealing directly with a demanding and international clientele would be an asset.

If you recognize yourself in this description, apply now!

Contractual information

• Fixed-term and permanent contracts, 35 hours and 30 minutes a week, based in Paris (12th arrondissement).
• Working days: Monday to Friday, with one Saturday worked per month.

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.