At a Glance
- Tasks: Deliver luxury customer service in German and English across various channels.
- Company: Join ME+EM, a fast-growing luxury fashion brand with a vibrant culture.
- Benefits: Enjoy 33 days annual leave, birthday off, and generous staff discounts.
- Other info: Dynamic team environment with social events and career growth opportunities.
- Why this job: Be the voice of a luxury brand and create memorable customer experiences.
- Qualifications: Fluency in German and English, with a passion for luxury service.
The predicted salary is between 30000 - 42000 £ per year.
Reporting to: Customer Care Supervisor
Location: Head Office, White City Place, West London
Contract Type: Full time, 37.5 hours per week
About Us: ME+EM is one of the UK's fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S. At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding. Our office and stores are always busy and fast paced, but we work just as hard to make sure it's fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone's hard work is rewarded.
About the Role: As a Customer Care Advisor, you are the voice of ME+EM. You will deliver a warm, personalised, luxury-level service across all channels, ensuring every customer feels valued and supported. You will resolve queries with efficiency and empathy, create seamless experiences, and uphold our brand values through every interaction. From styling guidance to order resolutions, you will enhance the customer journey and play a vital role in strengthening loyalty and long-term engagement.
Responsibilities
- Deliver Luxury Service
- Provide outstanding support across phone, email, live chat and social channels in both German and English.
- Resolve customer queries with ownership and confidence, aiming for first-contact resolution.
- Manage complex situations - late deliveries, incorrect or damaged items, complaints - with professionalism and care.
- Offer personalised styling advice, fit guidance and product recommendations tailored to our diverse customer base.
- Support VIP, staff and Friends & Family orders, ensuring a seamless and premium experience.
- Maintain ME+EM's brand tone of voice across all communication.
- Product Expertise
- Build strong knowledge of our collections, fabrics, fit and care.
- Stay informed through store visits, fit sessions, lookbooks and internal briefings.
- Flag product information gaps or inaccuracies to relevant teams.
- Operational Excellence
- Process orders, refunds, exchanges and replacements with accuracy.
- Track deliveries and proactively support customers with courier updates.
- Maintain precise customer records in line with GDPR and internal standards.
- Keep up to date with internal comms, SOPs and system changes.
- Report website issues, bugs and operational challenges promptly.
- Cross-Functional Collaboration
- Work closely with Retail, Torque, Harper Concierge and internal teams to support seamless daily operations.
- Share customer insights to help improve product experience, processes and website UX.
- Contribute to feedback sessions with a strong customer-first mindset.
- Brand Consistency
- Uphold ME+EM's luxury service standards in every interaction.
- Remain calm, warm and accurate during busy or fast-paced periods.
- Represent the brand with pride and embody ME+EM's values.
Skills
- Fluency in German and English is essential.
- A genuine passion for luxury customer service and delivering memorable experiences.
- Excellent communication skills with warmth, empathy and a polished written tone.
- Strong styling instinct or enthusiasm to develop collection and product knowledge.
- Highly organised, efficient and confident multitasking across systems.
- Solution-focused, calm under pressure and resilient during peak trading periods.
- A collaborative team player with a positive attitude and continuous improvement mindset.
- Exceptional attention to detail, especially when managing customer data and orders.
Employee Benefits
- 33 days annual leave for full time employees (25 days holiday + 8 bank holidays)
- A day off to celebrate your birthday.
- Pension Scheme
- Group Life Insurance
- Employee Assistance Programme (EAP)
- Length of Service Award
- Refer a Friend Scheme
- Staff uniform for retail employees
- Generous Staff and Friends and Family Discount
- Annual Volunteer Day
- Cycle to Work Scheme
- Tech Scheme
- Eye Care Vouchers
- Real Living Wage Employer
- Employee led committees
- Social events and biannual parties
- Enhanced maternity and paternity package after 2 years of service.
ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.
Customer Care Advisor – German & English Speaking employer: ME AND EM
At ME+EM, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values creativity and collaboration. Located in the dynamic White City Place, West London, our team enjoys generous benefits including 33 days of annual leave, a supportive environment for personal growth, and opportunities to engage in social activities and volunteer work. Join us to be part of a passionate group dedicated to delivering luxury customer service while enjoying a rewarding career in one of the UK's fastest-growing fashion brands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor – German & English Speaking
✨Tip Number 1
Get to know ME+EM inside out! Familiarise yourself with our collections, values, and customer service approach. This will help you stand out in interviews and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your communication skills in both German and English. Since you'll be the voice of ME+EM, being able to express yourself clearly and warmly in both languages is key to delivering that luxury-level service we pride ourselves on.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that Customer Care Advisor role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the ME+EM family.
We think you need these skills to ace Customer Care Advisor – German & English Speaking
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for luxury customer service and how you can bring that to ME+EM.
Tailor Your Application:Make sure to tailor your application specifically for the Customer Care Advisor role. Highlight your fluency in German and English, and share examples of how you've delivered exceptional customer service in the past.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills, especially when it comes to resolving customer queries.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at ME+EM.
How to prepare for a job interview at ME AND EM
✨Know the Brand Inside Out
Before your interview, dive deep into ME+EM's collections, values, and customer service ethos. Familiarise yourself with their luxury offerings and how they differentiate themselves in the market. This will not only impress your interviewers but also help you align your answers with the brand's tone.
✨Showcase Your Language Skills
As a Customer Care Advisor, fluency in both German and English is crucial. Be prepared to demonstrate your language skills during the interview. You might be asked to switch between languages or handle a mock customer query in both, so practice speaking confidently and clearly in both tongues.
✨Emphasise Empathy and Problem-Solving
Highlight your ability to resolve customer issues with empathy and efficiency. Prepare examples from your past experiences where you successfully managed complex situations or provided exceptional service. This will show that you can maintain ME+EM's luxury service standards even under pressure.
✨Be Ready for Role-Playing Scenarios
Expect some role-playing during the interview to assess your customer service skills. Practice handling various scenarios, such as dealing with a late delivery or providing styling advice. This will help you demonstrate your problem-solving abilities and your understanding of the customer journey.
