Hermès Client Contact Consultant
- Location
- SydneyNew South WalesAustralia
- Employment
- Full-Time
- Seniority
- Entry-Level
- Department
- E-Commerce, Digital & Data Analytics
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 16, 2026
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.
Client Contact Consultant at Hermès Australia in Sydney – provide exceptional customer service via phone and email in this full-time E-Commerce role.
Role & Responsibilities
- Handle all incoming client inquiries via email and telephone through the Client Contact Center, addressing product information, availability, order status, delivery, returns, and claims
- Validate and process online and telephone orders, contacting clients at critical touchpoints if orders cannot be fulfilled or additional information is required
- Create shipment requests, transmit tracking numbers to customers, and follow up on delivery status
- Process returns and exchanges, coordinating with quality control teams to validate refunds or replacements
- Maintain strong communication with Inventory and Finance teams to ensure order accuracy and timely resolution
- Generate sales and operational reporting, including order typologies, payment methods, and claims documentation
- Ensure all client requests are resolved within service level agreements while maintaining the highest standards of quality
- Forward complex inquiries to appropriate departments including stores, management, and After-Sales teams as needed
Qualifications
- Minimum 3 years' experience in customer service or call center operations
- Experience in the luxury retail industry preferred
- Strong problem-solving abilities with proficiency in handling difficult or contentious situations
- Proficiency with contact center systems and tools such as Eptica and customer relationship management platforms
- Rigorous organizational skills with exceptional attention to detail
- Ability to remain composed and effective when managing multiple concurrent client issues
- Demonstrated assertiveness and diplomatic communication in sensitive conversations
- Team-oriented mindset with collaborative approach to cross-departmental workflows
Skills
Experience
Minimum 3 years of professional experience in customer service, call center operations, or client support environments. Prior exposure to luxury retail sectors is advantageous and demonstrates understanding of brand standards and clientele expectations.
Education
Secondary education or equivalent; additional formal training in customer service, business administration, or hospitality is valued but not mandatory.
Workplace
This position is based in Sydney, New South Wales, Australia.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Consultant», «E-Commerce Support Specialist», «Client Relations Officer», «Contact Centre Representative», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.