Client Contact Consultant – Fixed‑Term E‑Commerce Role

About the role

This six‑month fixed‑term position supports the Hermès E‑Commerce team by managing client communications across phone, email and digital platforms. As the primary point of contact, you will ensure a seamless and high‑quality experience for online shoppers throughout the order lifecycle.

Key responsibilities

• Deliver exceptional service on all channels, responding to 100% of client enquiries promptly.
• Provide product information, order tracking, delivery updates, returns handling and claim resolution.
• Act as the main contact point, resolving issues directly or escalating to Retail, After‑Sales or Store Management as needed.
• Maintain service standards and SLA response times while building personalised client relationships.
• Review, validate and process online and telephone orders with high accuracy.
• Proactively contact clients for additional information or to resolve order exceptions.
• Manage end‑to‑end order flow, from validation through invoicing and shipment coordination.
• Oversee returns and exchanges, ensuring quality control before refunds.
• Collaborate with Inventory and Finance teams to guarantee smooth order processing.
• Contribute to regular reporting on sales activity, client enquiries, complaints and returns analysis.
• Identify recurring issues and suggest process improvements.

Required profile

• Strong client‑service mindset with a passion for excellence.
• Excellent communication and interpersonal abilities.
• Retail awareness and the capacity to balance service with sales objectives.
• High attention to detail and strong organisational skills.
• Ability to prioritise effectively in a fast‑paced e‑commerce environment.
• Solutions‑driven attitude with solid problem‑solving capabilities.

Required skills

• Eptica client‑contact platform.