The Opportunity:
The Client Contact Consultant is responsible for managing client communications across all channels within the Client Contact Centre. This includes responding to enquiries via phone, email, and digital platforms, ensuring all client requests are handled efficiently and to a high standard. In this role, you will support the end-to-end online and phone order workflow, as well as complete relevant back-office tasks to ensure seamless client experience. As a key brand ambassador, you will deliver exceptional service, representing the House with professionalism and a commitment to excellence in every interaction. You will act as the primary point of contact for clients and are accountable to resolve enquiries in line with company policies, procedures, and standards.
Based in our E-Commerce Office, this is a fully on-site position requiring in-person attendance five days per week.
Key Responsibilities:
Front Office – Client Experience
Deliver exceptional service across all communication channels (phone, email, and client contact platforms such as Eptica)
Respond to 100% of client enquiries in a timely and professional manner, including:
Product information and availability
Order tracking and follow-ups
Delivery and returns
Client claims and general enquiries
Act as the primary contact point, confidently resolving issues or escalating to relevant teams (Retail, After-Sales, Store Management) when required
Ensure all client interactions meet defined service standards and response time SLAs
Build strong client relationships through a personalised and solution-oriented approach
Back Office – E-commerce Order Management
Review, validate, and process online and telephone orders with a high level of accuracy
Proactively contact clients when additional information or issue resolution is required (e.g. order exceptions, stock limitations)
Manage orders end-to-end from validation to invoicing
Coordinate shipment requests and provide tracking details to clients
Oversee returns and exchanges, ensuring quality control processes are followed before refund validation
Maintain strong cross-functional collaboration with Inventory and Finance to ensure smooth order flow
Reporting & Continuous Improvement
Contribute to regular reporting, including:
Sales activity (order types, payment methods)
Client enquiries and complaints by category
Returns and exchanges analysis
Identify recurring client issues or process gaps and proactively suggest improvements
Support ad hoc operational and client experience initiatives
Skills and Competencies:
Strong client service mindset with a passion for delivering excellence
Excellent communication and interpersonal skills
Retail awareness with the ability to balance service and sales
High attention to detail and strong organisational skills
Ability to prioritise effectively in a fast-paced e-commerce environment
Solutions-driven with strong problem-solving capability
Comfortable working with digital systems and following structured processes
Interest in luxury products and brand storytelling
About You:
Minimum 3 years’ experience in customer service, client contact center, or e-commerce support role
Experience within the luxury retail or service environment preferred
Highly organised, reliable, and detail-oriented
Resilient under pressure with the ability to manage complex or sensitive client situations
Confident handling difficult conversations and client escalations
Strong team player with a collaborative mindset
Proactive, adaptable, and accountable for outcomes
Eligibility
Our Commitment
Family is at the heart of Hermès. At Hermès Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.
At Hermès, we are proud to be an equal opportunity workplace. It is the policy of Hermès that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.
