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 - 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 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. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.
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
- Generous Staff and Friends and Family Discount
- Cycle to Work 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 employer: Me-Em-1
At ME+EM, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture in the heart of West London. Our commitment to employee growth is reflected in our generous benefits package, including 33 days of annual leave, enhanced maternity and paternity leave, and opportunities for professional development. Join our passionate team where your contributions are valued, and enjoy a dynamic environment filled with social activities and a focus on luxury customer service.
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 way, when you get that interview, you can show us just how passionate you are about delivering luxury-level service.
✨Tip Number 2
Practice your communication skills in both German and English. Whether it’s through mock interviews or casual chats with friends, being able to express yourself clearly and warmly will set you apart as a Customer Care Advisor.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website for the best chance! We love seeing candidates who take the initiative to engage directly with us. Plus, it shows you’re 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 you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and enthusiasm into your words. Remember, we’re all about creating memorable experiences for our customers, and that starts with you.
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 any relevant experience in luxury customer service. We love seeing how your skills align with our brand values!
Be Clear and Concise:While we love a good story, keep your application clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of what makes you a great fit for the role.
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 the role. Plus, it gives you a chance to explore more about ME+EM and what we stand for before you hit send!
How to prepare for a job interview at Me-Em-1
✨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 knowledge will not only impress your interviewers but also help you align your answers with the brand's tone.
✨Showcase Your Language Skills
Since fluency in German and English is essential, be prepared to demonstrate your language skills during the interview. Practice answering common interview questions in both languages, and don’t hesitate to switch between them if asked. This will show your confidence and adaptability in a bilingual environment.
✨Emphasise Customer-Centric Experiences
Prepare examples from your past experiences where you delivered exceptional customer service. Highlight situations where you resolved issues with empathy and efficiency, especially in high-pressure scenarios. This will showcase your ability to embody ME+EM’s commitment to luxury service.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the role or the company culture. Inquire about how the team collaborates across departments or how they maintain their luxury service standards. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
