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- Tasks: Deliver exceptional customer service and support luxury e-commerce clients across various channels.
- Company: Join a prestigious luxury brand known for its commitment to service excellence.
- Benefits: Full-time role with opportunities for professional growth in a dynamic environment.
- Other info: Collaborate with a high-performing team and contribute to innovative customer care solutions.
- Why this job: Be the face of luxury service and create memorable experiences for high-end clients.
- Qualifications: 2+ years in luxury online customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
This role is suited to a confident luxury e-commerce assistant who thrives in a client‑centric environment and is passionate about service excellence. Reporting to our Customer Care Manager and working closely with the Operations and Retail teams, you will be the first point of contact for online customer service. This is a full‑time, on‑site role based at our Marylebone office. At Métier, exceptional service is at the heart of our brand. The successful candidate will demonstrate operational expertise, refined communication skills, and a proactive approach to elevating the end‑to‑end client journey, from purchase to after‑sales support and long‑term relationship management. As part of a close‑knit, high‑performing team, you will help deliver a seamless, personalised, and elevated experience to our global clientele while contributing to the evolution of our customer care function.
Key Responsibilities
- Deliver best‑in‑class, highly personalised client service across all communication channels, including email, live chat, WhatsApp, telephone, and social platforms, maintaining and exemplifying the brand’s distinctive tone of voice.
- Serve as a product and after‑sales authority, with in‑depth knowledge of materials, craftsmanship, care guidance, and brand policies to support elevated service resolution and effective internal escalation.
- Lead the end‑to‑end returns process, ensuring policy adherence while balancing commercial awareness and client retention considerations.
- Work with Customer Care leadership to improve processes across all channels, boosting efficiency, customer satisfaction, and service performance.
- Process pre‑orders and bespoke client requests, including the creation of manual orders, ensuring precision and a white‑glove client experience.
- Partner closely with Customer Care Management to support revenue growth through proactive client outreach, relationship cultivation, and strategic after‑sales engagement.
- Work alongside operations to monitor daily order management, identify potential issues, and elevate concerns, maintaining awareness of global fulfilment accuracy and efficiency.
- Provide proficient administrative and project support, contributing to cross‑functional initiatives and broader business objectives.
Essential
- Minimum of 2 years’ experience in online customer service within a luxury e-commerce or omnichannel environment.
- Strong skills in Microsoft Office, especially Excel, for reporting and analysing operations.
- Experienced with using CRM platforms such as Gorgias or Zendesk.
- Proven ability to build and nurture long‑term client relationships with sophistication, emotional intelligence, and impeccable communication.
- Confidently engaging high‑net‑worth clientele, external partners, and cross‑departmentally with Retail, Merchandising, Finance, and Senior Management to support smooth operations and exceptional client experiences.
- Experienced in liaising with third‑party logistics providers, couriers, and warehouse teams to manage complex service scenarios.
- Skilled at handling sensitive or challenging client situations with discretion, tact, and a solutions‑oriented approach, ensuring a seamless luxury experience.
- Highly organised, resilient, and solution‑focused, with the ability to prioritise effectively in a fast‑paced environment while consistently delivering excellence under pressure.
Beneficial
- Experience with Shopify.
- Experience with Brightpearl.
Customer Experience Assistant employer: Métier
Contact Detail:
Métier Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Assistant
✨Tip Number 1
Get to know the company inside out! Research Métier's values, products, and customer service approach. This way, when you chat with them, you can show off your knowledge and passion for their brand.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, role-play different scenarios with friends or family. This will help you feel more confident and ready to handle any situation that comes your way.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the interview process and what it’s really like to work at Métier.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the team at Métier.
We think you need these skills to ace Customer Experience Assistant
Some tips for your application 🫡
Show Your Passion for Service Excellence: When writing your application, let your enthusiasm for delivering exceptional customer service shine through. Share specific examples of how you've gone above and beyond in previous roles to create memorable client experiences.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. Highlight your experience in luxury e-commerce and your ability to handle high-net-worth clientele with sophistication.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, ensuring that your communication style aligns with the brand’s distinctive tone of voice. This will demonstrate your understanding of the role and the company culture.
Apply Through Our Website: We encourage you to submit your application directly through our website. This not only streamlines the process but also shows your commitment to joining our team at Métier. Plus, it gives us a chance to see your application in the best light!
How to prepare for a job interview at Métier
✨Know the Brand Inside Out
Before your interview, dive deep into Métier's brand values and product offerings. Understand their distinctive tone of voice and how they position themselves in the luxury e-commerce market. This knowledge will help you demonstrate your passion for service excellence and show that you're genuinely interested in contributing to their client-centric approach.
✨Showcase Your Communication Skills
As a Customer Experience Assistant, communication is key. Prepare examples of how you've successfully handled client interactions in the past, especially in challenging situations. Be ready to discuss how you maintain professionalism and empathy while ensuring a seamless experience for high-net-worth clientele.
✨Demonstrate Operational Expertise
Familiarise yourself with the tools and platforms mentioned in the job description, like CRM systems and Microsoft Excel. Be prepared to discuss how you've used these tools to enhance customer service or improve operational efficiency in previous roles. Highlight any specific achievements that showcase your ability to elevate the client journey.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complex service scenarios. Think of examples where you've successfully navigated returns processes or managed bespoke client requests. This will show your proactive approach and readiness to contribute to the evolution of their customer care function.