CDD - Bilingual Client Advisor Italian / English (W / M)

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

Résumé du poste

Join a forward-thinking company as a customer service ambassador, dedicated to enhancing the e-commerce experience for clients across Europe. In this dynamic role, you will be the single point of contact for customers, ensuring their satisfaction through proactive communication and support. Collaborate within a multicultural team, where your empathy and interpersonal skills will shine as you manage customer inquiries and drive initiatives to improve service quality. This position offers a unique opportunity to thrive in a supportive environment that values teamwork and personal growth.

Qualifications

• Empathetic and customer-oriented with strong interpersonal skills.
• Proficient in Italian, French, and English for effective communication.

Responsabilités

• Manage interactions with e-commerce customers from order to delivery.
• Provide detailed product information and assist with inquiries.

Connaissances

Customer Service

Interpersonal Skills

Analytical Skills

Multilingual Communication

Teamwork

Formation

Bachelor's Degree

Outils

Office Tools

Description du poste

Who are we? The European e-commerce entity is responsible for the online distribution of Hermès products in 17 European countries, as well as 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 60 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 dedicated to the satisfaction of our end customers, both in e-commerce and retail. You will join a multicultural team, particularly one responsible for Central European countries (Germany, Italy, Switzerland). Our human-sized environment fosters close management, based on collaboration, team spirit, and mutual support.

What will your daily life look like? In a multilingual and multitasking environment, you will be the single point of contact for our customers. Your main missions will include:

1. Follow-up from A to Z of interactions with European e-commerce customers, including receiving, analyzing, approving, and following up on orders until delivery.
2. Interacting via phone, email, and WhatsApp with e-commerce customers to advise and develop sales.
3. Making proactive outgoing calls to certain clients, aiming to enhance service quality.
4. Driving initiatives to improve the e-commerce customer experience.

Additionally, as the single point of contact for store inquiries:

1. Handle inbound calls for stores, assisting customers contacting stores and providing a seamless omnichannel experience.
2. Maintain high-quality relationships with clients and stores, ensuring excellent service.
3. Provide detailed product information, communicate procedures (purchases, returns, exchanges), and follow up with the concerned store.

This job might be for you if you:

• Are empathetic, kind, and customer-oriented, with strong interpersonal skills and excellent oral and written skills in Italian, French, and English.
• Are assertive, analytical, autonomous, capable of managing stress (dispute resolution), and skilled in prioritization.
• Are proficient with office tools.
• Value teamwork and are recognized as a great team player.