Coordinator - Client Relations Center

Brobston Group LLC; New York (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

The Client Relations Center Coordinator at Hermes.com is responsible for providing high-touch luxury service as the primary contact for clients through phone, email, and live chat. This role involves order management, issue resolution, and maintaining client satisfaction.

The ideal candidate will have 1-2 years of customer service experience, particularly in luxury retail, and must demonstrate strong communication skills along with attention to detail.

Qualifications

• 1-2 years of call center or customer service experience.
• Experience in luxury retail hospitality or high-end customer service.
• Strong verbal and written communication skills.
• Familiarity with CRM systems and call center software.
• Open availability including weekends.

Responsibilities

• Answer phone, email, and live chat inquiries with professional communication.
• Place online orders and follow up on pending orders.
• Resolve delivery and e-commerce order issues.
• Collaborate with internal partners to exceed client expectations.
• Display product knowledge and convey brand style values.

Skills

Customer service experience

Communication skills

Problem-solving skills

Attention to detail

Multitasking

Luxury retail experience

Tools

CRM systems

Call center software

Microsoft Excel

Microsoft Word

Job description

Summary

The Client Relations Center Coordinator supports the eCommerce team as the primary point of contact for Hermes.com and flagship boutique clients via phone, email, and live chat, delivering high-touch luxury service and assisting with order management and issue resolution.

Responsibilities

• Answer phone, email, and live chat inquiries with professional communication.
• Place online orders, follow up on pending orders, and respond to client voicemails.
• Resolve delivery and e-commerce order issues and follow through to resolution.
• Collaborate with internal partners to exceed client expectations.
• Maintain confidentiality and adhere to company data protection policies.
• Display product knowledge and convey brand style values in interactions.
• Offer tailored solutions and recommendations to customers.
• Adapt to a fast-paced environment and assist with other duties as assigned.

Requirements

• 1-2 years of call center or customer service experience.
• Experience in luxury retail hospitality or high-end customer service.
• Strong verbal and written communication skills.
• Familiarity with CRM systems, call center software, and Microsoft Excel and Word.
• Ability to manage complex requests with professionalism, discretion and sound judgment.
• High attention to detail, strong multitasking and problem-solving skills.
• Open availability including weekends and flexibility to meet business needs.
• Multilingual skills are a plus.