Award winning Hermes is the largest UK courier delivery network handling more than 190 million collections and deliveries every year!

With over 140 corporate clients Hermes are investing millions into exciting new projects to support their planned growth and new business strategy for 2014/15. The Hermes Group is one of 123 companies that form the Otto Group, the world’s second largest online retailer. As part of Hermes Europe (The Hermes Group) with 12 companies within the Group, Hermes UK covers all aspects of the supply chain and currently has Over 10,000 Employees. Hermes works with companies of all sizes and in recent years has diversified from catalogue brands to work with leading high street and online retailers.

You will be the front line ambassador for Hermes for customer contacts, utilising your relationship building skills getting to the heart of customers’ needs and delivering excellent customer service. You will be a representative of the brand acting as the first point of contact for the client.

Key Responsibilities:

• Provide first line response to customers and internal stakeholders through multi-channel sources – specifically email and walk ups from the client.
• Resolving queries, locating parcels utilising our systems and supporting customer queries.
• Outbound calling for the purpose of investigating queries, identifying the location of parcels, contacting our lifestyle couriers for updates and where necessary feeding back to client or customer.
• Provide basic support to customers ordering through the website.
• Call logging and updating of all relevant in house systems with actions taken and comprehensive notes.
• Courteous and helpful, taking ownership of all queries seeking to find first time resolve for customer queries.
• Working as part of a wider team to achieve results.

Essential Requirements:

• Patient and ability to remain calm in pressurised situations
• Energetic and enthusiastic, act as a key representative for Hermes.
• Treat the last customer of the day like the first
• Good standard of English
• Strong questioning and communication skills
• Ability to follow process and instructions
• Experience of using a range of in house systems
• Problem solving
• Ability to learn new technologies