Customer Service Associate (Contract)

We are seeking for a Customer Service Associate to join our team on a contract basis until September 2026.

Front Office - customer service
E-Commerce center for the 4 stipulated markets, and contact center for Singapore and Malaysia clients
Reply all customer enquiries (product information/availability, order follow up etc.) and feedback within stipulated timelines via various omni-channels (calls, emails, live chat, Whatsapp etc.)
Forward customer enquiries to the relevant stakeholders for prompt follow up (stores, management, legal etc.)
Assist customers with regards to their orders, source/locate products within reasonable means
Assist and provide support to customers for exchanges and returns
Maximize cross sales opportunities in all customer correspondence by suggesting related/alternative products and offering back orders when possible
Ensure all requests are closed within the targeted timeframe with the highest quality of service
Constantly drive improvement in processes and customer service levels to deliver KPIs
Meet stipulated agent KPIs set out in monthly scorecard

Back office - order workflow
Review and validate online orders; Perform follow up with customers regarding any issues with order
Contribute to deliver the monthly sales budget with the best level of service and customer satisfaction for orders
Work closely with Operations/Warehouse team to ensure smooth workflow up till invoicing stage
Liaise with Warehouse team to ensure returned items pass quality control checks, and perform backend exchange/refund to close loop
Build strong rapport with various stakeholders (operations, IT, merchandising, retail stores etc.) to ensure smooth process flow for E-commerce sales

Skills & Profile
Minimum 2 years relevant experience in service, luxury retail or contact center environment
Able to work shift duties and weekends, public holidays if necessary
Proficient in both written and spoken English, and at least one other language
Good communication and active listening skills
Strong team player, people oriented
Proficient in Microsoft Office especially MS Excel
Meticulous and organized.

Ability to multitask in a fast-paced environment
Assertive and have good problem-solving skills
Passionate & result oriented with a strong sense of ownership
Ability to handle stress, complex situations, and difficult conversations on order issues
Strong interest in luxury fashion industry, naturally curious, who likes to be hands-on to learn and developA creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 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 ...