CDD - Bilingual Client Advisor Italian/English

Hermès is looking for a Bilingual customer advisor, in Italian and English for its European e-commerce entity and customer relation center.

Who are we?

The European e-commerce entity is responsible for the online distribution of Hermès products in 17 European countries, as well as the customer service for European stores.

The Hermès Distribution Europe team currently consists of more than 115 people divided into five teams: e-retail Merchandising/Traffic Acquisition and data Performance, Finance et Projects, Operations, HR and Client and Service.

Within the Client and Service Department, you will work in one of the front office teams made up of 55 client service enthusiasts who operate on two levels:


* Management from A to Z of the relationship with our European e-commerce customers.


* Single point of contact for end customers wishing to contact European stores.

What will your mission be?

As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of the end customers of our House, both in e-commerce and retail.

You will join a multicultural team (Germany, Italy, Benelux, Nordics, Iberica).

Our human-sized environment favors a close-knit management, based on collaborative work, team spirit, and mutual support.

What will your daily life look like?

In a multilingual and multitasking context, you will be the single point of contact of our customers.

Your main missions will be the following:

1/ Follow-up from A to Z of interactions and encourage sales with our European e-commerce customers



* Interact by phone, e-mail, and WhatsApp with e-commerce customers, advise them, develop sales.


* Receive, analyze, green-light, and follow up on European e-commerce orders until they are received.


* Delivers exceptional client service and provide a pleasant e-commerce shopping environment consistent with our brand image.


* Express enthusiasm for the stories and products of Hermès and promote their added value.


* Be a driving force behind any initiative aimed at improving the e-commerce customer experience.


* Make outgoing calls in order to have a proactive approach towards certain clients of the House, in a spirit of service keep clients informed on new products or services, changes, etc


* Build lasting customer relationships by delivering excellent experiences and actively managing a client portfolio to foster engagement and loyalty, sell more than a product.

2/ Single point of contact for end customers wishing to contact European stores


* Handle inbound calls for stores:


* Assist our customers contacting our stores, guide them, and offer them a qualitative and seamless omnichannel experience.


* Ensure, as a point of contact, the quality of the relationship with our clients, but also with our stores, in a spirit of service.


* Provide most extensive product information to customers (characteristics, availability, reservations, and so on), or any other useful in...