Hermès Bilingual Client Advisor

About Hermès

This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.

Hermès is seeking a Dutch- and English-speaking Bilingual Client Advisor, with French optional, to support its European e-commerce customers and European stores. The role covers end-to-end client relationships, sales, order follow-up and omnichannel service; it is a six-month fixed-term contract for 35 hours and 30 minutes per week, based in Paris’s 9th arrondissement, with work scheduled Monday to Saturday and one weekday off.

Role & Responsibilities

• Manage the end-to-end relationship with European e-commerce customers and serve as the single point of contact for customers wishing to contact European stores.
• Advise e-commerce customers by phone, email and WhatsApp, develop sales, and follow interactions through to resolution.
• Receive, analyze and approve European e-commerce orders, then track them through to delivery.
• Deliver exceptional client service and a pleasant e-commerce shopping experience consistent with Hermès’ brand image.
• Share enthusiasm for Hermès stories and products and communicate their added value.
• Drive initiatives that improve the e-commerce customer experience.
• Make outbound calls to proactively inform selected clients about new products, services, changes and other relevant updates.
• Build lasting client relationships through excellent experiences and active portfolio management that foster engagement and loyalty beyond individual product sales.
• Handle inbound calls for European stores, assist and guide customers, and provide a high-quality, seamless omnichannel experience.
• Maintain strong service-oriented relationships with clients and stores.
• Provide detailed product information, including characteristics, availability and reservations; explain purchase, return and exchange procedures; and follow up with the relevant store.

Qualifications

• Empathy, kindness and a strong service orientation, with customers at the heart of the candidate’s priorities.
• Interest in tailored solutions and strong interpersonal skills.
• Excellent spoken and written Dutch and English; French is optional.
• Demonstrated passion for sales.
• Assertiveness, analytical ability, autonomy, strong stress and dispute-resolution skills, and a keen sense of priorities.
• Agility with office tools.
• Enjoys teamwork and is recognized as a strong team player.
• Experience in the hotel, retail or e-commerce sectors, and/or a background in these areas.
• Experience serving a demanding, international clientele is an asset.

Skills

Experience

Minimum 1 year; experience in the hotel, retail or e-commerce sectors, and/or a background in these areas. Experience serving a demanding, international clientele is an asset.

Workplace

Culture

The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.