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: Passion for luxury service, excellent communication, and strong multitasking skills.
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 communications.
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.
- Maintain precise customer records in line with GDPR and internal standards.
- Keep up to date with internal communications, 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.
- Provide 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.
Required Skills:
- 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.
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 in Slough employer: ME+EM Ltd
At ME+EM, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture that values creativity and collaboration. 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. Located in the dynamic White City Place, West London, our team enjoys a fast-paced environment filled with social activities and a strong sense of community, making every day rewarding and enjoyable.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor – German & English Speaking in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ME+EM Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ME+EM Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Advisor – German & English Speaking in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ME+EM Ltd:Your cover letter is your chance to shine! Tell us why you want to work at ME+EM Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ME+EM Ltd!
How to prepare for a job interview at ME+EM Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
