Client Contact Consultant – E‑Commerce

About the role

The Client Contact Consultant will be the primary point of contact for Hermès Australia customers, handling inquiries via phone and email and managing the end‑to‑end order workflow. Working from the E‑Commerce office, you will ensure a seamless, high‑quality service experience that reflects the luxury standards of the brand.

Key responsibilities

• Respond to 100% of client queries (product info, availability, order status, delivery, returns, claims) via telephone and email.
• Validate and process online and phone orders, create shipment requests, and communicate tracking details.
• Coordinate with store, after‑sales, inventory, and finance teams to resolve issues and ensure order fulfillment.
• Monitor and close requests within target timeframes while maintaining service excellence.
• Generate sales, payment, and claims reports; support ad‑hoc tasks as needed.

Required profile

• Minimum 3 years of experience in customer service or call‑center environments.
• Previous exposure to luxury retail or high‑end e‑commerce is preferred.
• Strong problem‑solving abilities and capacity to handle stressful, complex situations.
• Assertive, team‑oriented, and able to work autonomously with good prioritisation.

Required skills

• Eptica (client contact system)

What we offer

• Full‑time, on‑site role within a prestigious luxury maison.
• Opportunity to develop expertise in high‑end e‑commerce and client service.
• Inclusive, diverse workplace committed to family values.