Client Contact Consultant, Fixed Term, E-Commerce

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

Contribute to regular reporting, including: Sales activity (order types, payment methods) Client enquiries and complaints by category Returns and exchanges analysis

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

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

To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

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 Herm è s Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Herm è s 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.

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 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 the creativity of the house, whose collections are presented in over 300 stores around the world.