Customer Relations Center Specialist

About the role

The Customer Relations Center Specialist will act as the primary point of contact for the CRC team, ensuring smooth operational processes and delivering a premium customer experience for Hermès stores in Istanbul. You will support onboarding, monitor performance, and foster strong client relationships across multiple communication channels.

Key responsibilities

• Serve as the main liaison for the CRC team on operational matters, ensuring procedures are correctly applied.
• Support onboarding and training of new team members, updating training materials as needed.
• Participate in daily briefings, share best practices, and contribute to team engagement.
• Monitor team and individual KPIs, analyse trends, and propose improvement actions.
• Handle email queues in Eptica, generic inboxes, and ticketing in the Passerelle tool.
• Manage store appointments using Qudini or similar scheduling tools.
• Share relevant documentation via internal platforms such as SharePoint.
• Review and adapt language translations for templates and communication scripts.
• Deliver exceptional service, build trust‑based relationships, and maintain discretion with high‑profile clients.
• Collaborate with the Customer Experience Manager on CRM initiatives.

Required profile

• Strong communication and engagement skills with a proactive service mindset.
• Excellent organizational abilities and attention to detail.
• Ability to handle confidential information and high‑profile client interactions.
• Problem‑solving and conflict‑resolution capabilities.
• In‑depth knowledge of Hermès products and services to provide expert guidance.

Required skills

• Eptica
• Passerelle
• Qudini (or similar scheduling tool)
• SharePoint