Client Contact Consultant, Fixed Term, E-Commerce

The Opportunity:

This position will be a temporary, fixed term 6-month position supporting our Hermès E-Commerce Team.

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 availabilityOrder tracking and follow-upsDelivery and returnsClient claims and general enquiriesAct as the primary contact point, confidently resolving issues or escalating to relevant teams (Retail, After-Sales, Store Management) when requiredEnsure all client interactions meet defined service standards and response time SLAsBuild 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 accuracyProactively contact clients when additional information or issue resolution is required (e.g. order exceptions, stock limitations)Manage orders end-to-end from validation to invoicingCoordinate shipment requests and provide tracking details to clientsOversee returns and exchanges, ensuring quality control processes are followed before refund validationMaintain 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 categoryReturns and exchanges analysisIdentify recurring client issues or process gaps and proactively suggest improvementsSupport ad hoc operational and client experience initiatives
Skills and Competencies:

Strong client service mindset with a passion for delivering excellenceExcellent communication and interpersonal skillsRetail awareness with the ability to balance service and salesHigh attention to detail and strong organisational skillsAbility to prioritise effectively in a fast-paced e-commerce environmentSolutions-driven with strong problem-solving capabilityComfortable working with digital systems and following structured processesInterest in luxury products and brand storytelling

About You:

Minimum 3 years’ experience in customer service, client contact center, or e-commerce support roleExperience within the luxury retail or service environment preferredHighly organised, reliable, and detail-orientedResilient under pressure with the ability to manage complex or sensitive client situationsConfident handling difficult conversations and client escalationsStrong team player with a collaborative mindsetProactive, adaptable, and accountable for outcomes

Eligibility

To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

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.

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.