CDD - Bilingual Client Advisor French/English Hermès.com Europe W/M

HERMES MAROQUINERIE-SELLERIE (HMS); Paris; On-site; EUR 28,000 - 36,000; Full time

Job summary

Hermès recrute un conseiller client bilingue FR/EN pour son entité e-commerce européenne et son centre relation client. Le poste est basé à Paris (9e arrondissement) et s’inscrit dans un contrat à durée déterminée à temps plein.

Vous serez le point d’entrée unique pour les clients européens, gérant les interactions par téléphone, e‑mail et chat, et contribuant à une expérience omnicanale irréprochable. Une expérience dans le secteur hôtelier, retail ou e-commerce serait un atout.

Qualifications

• Maîtrise du français et de l’anglais à l’oral et à l’écrit.
• Sens du service client et de la relation client multicanale.
• Expérience dans le secteur hôtellerie/detail/commerce électronique appréciée.

Responsibilities

• Gérer le suivi des interactions des clients de A à Z et favoriser la vente en ligne et en magasin.
• Faire office de point unique de contact pour les clients et les magasins européens.
• Répondre aux appels entrants, guider les clients et offrir une expérience omnicanale de qualité.
• Fournir des informations produits et procédures (achats, retours, échanges) et assurer le suivi avec le magasin concerné.
• Construire des relations durables et assurer la satisfaction client dans un contexte multilingue.

Skills

Bilingual FR/EN

Service client

Expression écrite/orale FR/EN

Job description

Hermès is looking for a bilingual customer advisor, fluent in French and English (another language is a plus), for its European e-commerce entity and customer relation center.

Who are we?

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 100 people divided into five teams: e-Retail Merchandising, Finance and Projects, Traffic Acquisition and Data Performance, HR, and e-Retail Management.

Within the e-Retail Department, you will work in one of the front office teams made up of 55 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 Central European countries (German, Italy, Switzerland). our human-sized environement 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 and encourage sales with our European e-commerce customers

• Interact by phone, e-mail, and WhatsApp with e-commerce customers, advise them, develop sales.
• Receive, analyze, green-light, and follow up on European e-commerce orders until they are received.
• Delivers exceptional client service and provide a pleasant e-commerce shopping environment consistent with our brand image.
• Express enthusiasm for the stories and products of Hermès and promote their added value.
• Be a driving force behind any initiative aimed at improving the e-commerce customer experience.
• Make outgoing calls in order to have a proactive approach towards certain clients of the House, in a spirit of service keep clients informed on new products or services, changes, etc
• Build lasting customer relationships by delivering excellent experiences and actively managing a client portfolio to foster engagement and loyalty, sell more than a product.

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 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 French and English.
• Proven passion for selling
• 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.

Contractual information

• Fixed term contract, 35 hours and 30 minutes a week, based in Paris (9th arrondissement).
• Working days: Monday to Saturday, with one day off during the week.

Employeur responsable, nous nous engageons dans l’éthique, les diversités et l’inclusion, rejoignez l’aventure humaine d’Hermès!