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 scorecard

Back 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 sales

About Us:A 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.About the Team:Hermes may be the name of a company, but it is above all the name of a family who, for nearly two centuries, has been shaping the history of a Parisian house based on expertise and quality, tradition and innovation. A harness maker then a saddler, Hermes now channels its creativity through 14 metiers. The key values remain the same: high standards and authenticity, elegance and simplicity, imagination and daring.An independent family business, Hermes continues to live by its French tradition of craftsmanship by creating and producing beautiful, useful and lasting objects. The Company brings together more than 13,000 employees in 50 countries and 60 subsidiaries, all artisans in their own way and all committed to the long term development of the company.

Herm\xc3\xa8s