Hermès Client Advisor — Client Relations Center

Overview

Hermès Ibérica is the Spanish subsidiary of the Hermès group, representing the maison's commitment to artisanal savoir‑faire and elevated client service. As part of the broader Hermès International family, the subsidiary emphasizes product excellence, refined client relations and a long‑term approach to talent development within the luxury retail and client services ecosystem.

Role & Responsibilities

• Serve as the primary telephone and email point of contact for Hermès clients in Spain and Portugal, ensuring a consistently refined and personalised service.
• Proactively contact clients for reservations, follow‑ups and product or service information; develop and maintain long‑term client relationships.
• Manage complaints, returns and complex client situations with discretion and professionalism; coordinate timely resolution with stores and Head Office.
• Record and update all client interactions and case resolutions in the CRM system, ensuring data integrity and follow‑up actions.
• Collaborate closely with store teams and the Head Office to align communications, support store operational requests and ensure seamless client journeys.
• Identify opportunities to improve processes and client experience; share insights and feedback with the Customer Experience Manager and contribute to CRC service standards.

Qualifications

• Minimum 3 years' professional experience in customer experience, client relations, hospitality or comparable client‑facing roles.
• Native or fluent Spanish and English—mandatory; Portuguese (B2) highly valued; knowledge of French or Catalan a plus.
• Excellent verbal and written communication skills with impeccable client etiquette.
• Proven experience managing complaints and complex client situations with calm and effective resolution skills.
• Strong attention to detail, high customer orientation and resilience under pressure.

Skills

Experience

Minimum three years of demonstrable experience in customer service, client relations or hospitality roles with responsibility for inbound/outbound client communications and complaint resolution.

Education

Secondary education required; university degree or vocational qualification in Languages, Hospitality, Business or a related discipline preferred.

Culture

Hermès cultivates a culture grounded in craftsmanship, discretion and meticulous client service. The organisation values long‑term relationships, professional integrity and a respectful, inclusive work environment where attention to detail and service excellence are paramount.