Client Contact Consultant, E-Commerce

The Opportunity:

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 availability

  • Order tracking and follow-ups

  • Delivery and returns

  • Client claims and general enquiries

• Act as the primary contact point, confidently resolving issues or escalating to relevant teams (Retail, After-Sales, Store Management) when required

• Ensure all client interactions meet defined service standards and response time SLAs

• Build 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 accuracy

• Proactively contact clients when additional information or issue resolution is required (e.g. order exceptions, stock limitations)

• Manage orders end-to-end from validation to invoicing

• Coordinate shipment requests and provide tracking details to clients

• Oversee returns and exchanges, ensuring quality control processes are followed before refund validation

• Maintain 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 category

  • Returns and exchanges analysis

• Identify recurring client issues or process gaps and proactively suggest improvements

• Support ad hoc operational and client experience initiatives

Skills and Competencies:

• Strong client service mindset with a passion for delivering excellence

• Excellent communication and interpersonal skills

• Retail awareness with the ability to balance service and sales

• High attention to detail and strong organisational skills

• Ability to prioritise effectively in a fast-paced e-commerce environment

• Solutions-driven with strong problem-solving capability

• Comfortable working with digital systems and following structured processes

• Interest in luxury products and brand storytelling

About You:

• Minimum 3 years’ experience in customer service, client contact center, or e-commerce support role

• Experience within the luxury retail or service environment preferred

• Highly organised, reliable, and detail-oriented

• Resilient under pressure with the ability to manage complex or sensitive client situations

• Confident handling difficult conversations and client escalations

• Strong team player with a collaborative mindset

• Proactive, 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.