Customer Relations Center Specialist - Hermès Istanbul

Key Responsibilities

TEAM
• Act as the primary point of contact for the CRC team on all operational matters (procedures, customer inquiries and discussions, etc.), ensuring smooth and efficient process management.
• Ensure the proper implementation and consistent application of procedures.
• Support the onboarding and integration of new team members through training, day-to-day guidance (mentoring-style support), and by updating training materials.
• Actively participate in daily morning briefings as part of team management, sharing best practices, feedback and contributing to team engagement.
• Identify and report operational support needs to the CX Manager in a timely and structured manner.

MONITORING & SUPPORT

• Monitor team KPIs on a daily and individual basis, analyse performance trends and propose action plans to drive continuous improvement, in alignment with the Management team.
• Ensure full compliance with processes related to clients and subsidiaries, while actively supporting the team in strengthening customer relationships.
• Monitoring Responsibilities;
o Emails pending processing in Eptica.
o Monitor emails received through generic inboxes and ensure timely responses to store requests (returns, general inquiries, etc.)
o Track and follow up on tickets pending in the Passerelle tool.
• Manage store appointments through Qudini (or similar scheduling tools).
• Share relevant information and documentation across internal communication platforms (e.g.

SharePoint).
• Review, correct and adapt language translations for templates, phone scripts and various communication materials to ensure consistency and quality.

CUSTOMER RELATIONS

• Deliver an exceptional and refined level of service, fostering long-term customer loyalty and satisfaction.
• Build and maintain strong, trust-based relationships with both prospective and existing clients.
• Guide clients through a seamless and personalized sales journey, ensuring a consistent and premium customer experience.
• Demonstrate outstanding communication and engagement skills, nurturing a positive perception of the House at all times.
• Adopt a proactive and responsive service mindset, anticipating client needs and going above and beyond to exceed expectations while creating an inspiring environment.
• Foster and strengthen all customer relationships through meticulous organization and strong attention to detail.
• Exercise the highest level of discretion when dealing with high-profile clients and handling confidential information.
• Develop and support highly engaged clients, ensuring their continued loyalty and enthusiasm toward the House.
• Maintain an in-depth knowledge of company products and services to provide expert guidance and recommendations.
• Demonstrate strong conflict resolution and problem-solving capabilities to effectively manage complex situations.
• Collaborate closely with the Customer Experience Manager on CRM developments a...