Hermès Client Contact Consultant
- Location
- SydneyNew South WalesAustralia
- Employment
- Contract
- Seniority
- Entry-Level
- Department
- E-Commerce, Digital & Data Analytics
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jul 17, 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.
Hermès Australia Client Contact Consultant (Fixed-Term, 6 months) in Sydney. E-commerce support role managing client communications and orders.
Role & Responsibilities
- Deliver exceptional service across all communication channels (phone, email, and digital platforms such as Eptica), responding to 100% of client enquiries in a timely and professional manner
- Handle product information, order tracking, delivery and returns, client claims, and general enquiries with confidence and solutions-oriented approach
- Act as the primary contact point, escalating issues to relevant teams (Retail, After-Sales, Store Management) when required, ensuring all interactions meet service standards and SLAs
- Build strong client relationships through personalised, solution-oriented engagement
- Review, validate, and process online and telephone orders with high accuracy, managing the complete order lifecycle from validation to invoicing
- Proactively contact clients to resolve order exceptions, stock limitations, and other issues requiring additional information
- Coordinate shipment requests and provide tracking details; oversee returns and exchanges with quality control oversight before refund validation
- Maintain cross-functional collaboration with Inventory and Finance teams to ensure smooth order flow
- Contribute to regular reporting on sales activity, client enquiries and complaints by category, and returns and exchanges analysis
- Identify recurring client issues or process gaps and proactively suggest operational improvements
Qualifications
- Minimum 3 years of experience in customer service, client contact centre, or e-commerce support roles
- Experience within a luxury retail or service environment preferred
- Full working rights within Australia
- Highly organised, reliable, and detail-oriented
- Resilient under pressure with ability to manage complex or sensitive client situations
- Confident in handling difficult conversations and client escalations
- Strong team player with collaborative mindset
Skills
Experience
Minimum 3 years' experience in customer service, client contact centre, or e-commerce support roles. Experience within the luxury retail or service environment is preferred.
Education
Not specified.
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 «E-Commerce Client Service Specialist», «Client Service Representative», «Digital Customer Support Coordinator», «Online Order Support Consultant», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.