Bilingue Anglais à Brésil

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

Overview

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 / Traffic Acquisition and data Performance, Finance and Projects, Operations, HR and Client and Service.

Within the Client and Service 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 (Germany, Italy, 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:

• 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.
• Deliver 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 to take a proactive approach towards certain House clients; inform them about 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, selling more than a product.

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.
• Proven passion for selling.
• Assertive, you have a capacity for analysis, autonomy, very good stress 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 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.