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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 growth in a dynamic, client-focused environment.
- Other info: Collaborate with a high-performing team and contribute to innovative customer care initiatives.
- Why this job: Be the face of luxury service and create memorable experiences for high-end clientele.
- 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.
- 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.
- Experience with Shopify.
- Experience with Brightpearl.
Customer Experience Assistant in London employer: Métier
Contact Detail:
Métier Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Assistant in London
✨Tip Number 1
Network like a pro! Reach out to people in the luxury e-commerce space, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Show off your personality! When you get the chance to speak with potential employers, let your passion for customer service shine through. Share stories that highlight your experience and how you’ve gone above and beyond for clients.
✨Tip Number 3
Prepare for the interview by researching the brand’s tone of voice and values. Tailor your responses to reflect their ethos, showing that you’re not just a fit for the role but also for the company culture.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you note expressing your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind.
We think you need these skills to ace Customer Experience Assistant in London
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. We want to see how you can elevate the client journey and make every interaction memorable!
Tailor Your Experience: Make sure to highlight your relevant experience in luxury e-commerce or online customer service. We’re looking for someone who understands the nuances of high-end clientele, so don’t hold back on showcasing your skills!
Be Proactive and Solutions-Focused: In your application, demonstrate your proactive approach to problem-solving. Share examples of how you've handled challenging situations with grace and tact, as this is key to thriving in our fast-paced environment.
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 at Métier.
How to prepare for a job interview at Métier
✨Know the Brand Inside Out
Before your interview, dive deep into the brand's history, values, and product offerings. Understanding what makes the brand unique will help you align your answers with their ethos and demonstrate your passion for service excellence.
✨Showcase Your Communication Skills
Since this role involves engaging with high-net-worth clientele, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully handled client interactions in the past, especially in challenging situations, to highlight your refined communication skills.
✨Demonstrate Proactive Problem-Solving
Think of specific instances where you identified a problem and took the initiative to resolve it. This could be related to customer service or operational efficiency. Showing that you can think on your feet and improve processes will resonate well with the interviewers.
✨Prepare for Role-Play Scenarios
Be ready for potential role-play exercises during the interview. They might ask you to handle a mock customer inquiry or complaint. Practising these scenarios beforehand will help you feel more comfortable and showcase your ability to deliver a seamless luxury experience.