At a Glance
- Tasks: Deliver luxury customer service in German and English across various channels.
- Company: Join ME+EM, a brand known for its commitment to quality and customer care.
- Benefits: Enjoy 33 days annual leave, birthday off, and generous staff discounts.
- Other info: Diverse and inclusive workplace with excellent 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 - 40000 £ 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 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.
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.
Customer Care Advisor – German & English Speaking in London employer: ME AND EM
ME+EM is an exceptional employer located in the vibrant White City Place, West London, offering a dynamic work environment that prioritises luxury customer service and employee well-being. With generous benefits including 33 days of annual leave, a supportive culture that encourages personal growth, and a commitment to diversity and inclusion, employees are empowered to thrive both professionally and personally. Join us to be part of a collaborative team that values your contributions and celebrates your successes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor – German & English Speaking in London
✨Tip Number 1
Get to know the company inside out! Research ME+EM's values, products, and customer service approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills in both German and English. Since this role requires fluency in both languages, try role-playing common customer scenarios with a friend or family member to build your confidence and ensure you can deliver that luxury service effortlessly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the company culture and even lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that 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 in London
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 connect with customers.
Tailor Your Application:Make sure to customise your application for the Customer Care Advisor role. Highlight your fluency in German and English, and share specific examples of how you've delivered exceptional service in the past.
Keep It Professional Yet Warm:Remember, we’re all about that luxury vibe! Use a polished tone in your writing, but keep it warm and friendly. Show us that you can balance professionalism with a personal touch.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
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 brand values and product offerings. Familiarise yourself with their collections, fabrics, and styling advice. This knowledge will not only impress your interviewers but also help you demonstrate how you can embody their luxury service standards.
✨Practice Your Language Skills
Since fluency in both German and English is essential, practice speaking and writing in both languages. Prepare to answer common customer service scenarios in both languages, showcasing your ability to switch seamlessly between them. This will highlight your communication skills and adaptability.
✨Showcase Your Empathy
During the interview, be ready to discuss how you handle complex customer situations with care and professionalism. Share specific examples from your past experiences where you resolved issues while maintaining a warm and supportive tone. This will demonstrate your alignment with ME+EM's commitment to delivering a personalised service.
✨Be Ready to Collaborate
Highlight your teamwork skills by discussing how you've worked with different departments in previous roles. ME+EM values cross-functional collaboration, so share examples of how you’ve contributed to improving processes or customer experiences through teamwork. This will show that you're a proactive team player.
