Client Advisor - Client Relations Center (M/F)

Job description

MISSION: As an Hermès ambassador, the main mission of this position is to deliver an excellent and consistent customer experience for Hermès clients in Spain and Portugal. The Client Advisor supports the subsidiary's stores in providing telephone and email support to our customers, acting as a liaison between them and ensuring excellent customer service. This position is part of the Client Relations Center (CRC) based in Barcelona and reports directly to the Customer Experience Manager in Head offices. KEY RESPONSABILITIES: Client assistance and relationship management: Act as a central point of contact for clients of Hermès stores in Spain and Portugal. Respond to client enquiries via telephone, email and approved digital channels. Proactively contact customers for reservations, follow-ups and information requests. Call on current and potential clients to establish and maintain client relationship and to inform about new products or services. Ensure accurate understanding of client needs and coordinate with stores accordingly. Management of complaints and complex situations Handle complaints, returns and complex client situations professionally. Ensure timely follow-up and resolut...