Hermès E-commerce Customer Service Supervisor

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.

Role & Responsibilities

• Serve as the primary contact for Hermès clients across the UAE, Kuwait, Bahrain and Qatar, delivering a seamless, refined and positive customer experience.
• Manage client communications by email, phone and WhatsApp, providing accurate and timely information on products, availability, order status, deliveries, returns, exchanges and events.
• Handle high volumes of customer interactions across Eptica, Magento, PureCloud, Cegid and Microsoft Dynamics, representing Hermès and delivering exceptional service.
• Build and nurture client relationships through personalised service that reflects individual needs and preferences.
• Coordinate enquiries with relevant departments and team members to provide cohesive, streamlined service.
• Support team goals through collaboration, accountability and adaptability.
• Maintain current product knowledge and familiarity with CRC tools and company protocols through continuous learning and professional development.
• Manage high-impact orders, including express shipping costs and gifts, by prioritising and following up, supporting Customer Service Representatives with sensitive or high-value cases, and protecting service quality and the customer experience.
• Provide approvals for cases requiring managerial validation.
• Monitor customer interaction platforms daily, tracking proactive responses to ensure response-time compliance and customer satisfaction.
• Stay informed about product features, updates and relevant information to address enquiries accurately.
• Prepare and deliver briefings covering product information, launches, best practices and customer service techniques.
• Create innovative briefings to inspire the team.
• Coordinate with the communications team on event schedules and RSVPs.
• Stay informed about key business figures, product trends and broader trends across stores and e-commerce platforms.
• Maintain strong collaboration with store teams.

Qualifications

• At least 2 years of experience in client relations management.
• Communicate clearly and empathetically, both verbally and in writing.
• Demonstrate punctuality, adaptability and a proactive work ethic, consistently achieving high performance with minimal supervision.
• Be client-service oriented and committed to delivering an excellent customer experience.
• Be highly organised, reliable and an effective team player.
• Be able to multitask and manage priorities in a fast-paced environment.
• Apply critical thinking and problem-solving skills to resolve client concerns effectively and ensure satisfaction.
• Maintain a deep understanding of Hermès products, values and service expectations to support precise, elevated customer interactions.
• Arabic fluency is a plus.

Skills

Experience

At least 2 years in client relations management.

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.