Job Description

E-MESA is a structure operating under Hermes South Asia Region. This entity based in Singapore is an autonomous business unit holding 4 Hermes.com websites. We operate online sales for Singapore, Malaysia and Middle East markets, and the Client Relations Center for our 3 Singapore stores, 3 Airport stores and 2 Malaysia stores.The Customer Service associate is mainly responsible of answering to customers queries by phone, email and other omni-channels. He/she is also in charge of the online orders workflow and back-office tasks.
He/she is an ambassador of the Maison and brings the highest quality of service and excellence to answer our clients. He/she is the main entry contact for our clients and is accountable for satisfying their request in compliance with the Terms and Conditions and rules set by the company.Actions
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 scorecardBack 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 salesA creator, artisan and seller of high-quality objects since 1837, Herm\xc3\xa8s is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herm\xc3\xa8s 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 m\xc3\xa9tiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

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