Customer Care Advisor

Job Role: Customer Care Advisor

Reporting to: Customer Care Manager

Location: Head office, West London

Workplace Type: Hybrid

Contract type: Full time, 37.5 hours

About Us:

ME+EM is one of the UK’s fastest-growing luxury fashion brands. As a direct-to- consumer business we operate in a truly omnichannel way, with an extremely successful online store, monthly mailings and stores in London, Edinburgh and concessions in Harrods and Selfridges. Our exciting growth continues in spring 2024 with the opening of our first US stores.

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:

We are currently looking for aCustomer Care Advisors to join the team on a full time basis working 37.5hrs per week hours 1:30 - 10pm.You will play a crucial role in delivering luxury service to our customers. This role will be flexible hybrid working, and you'll be expected to handle various communicationchannels.

Your Responsibilities:

• Provide exceptional above and beyond customer service via various channels, phone, email, and live chat.
• Build relationships with customers offering smart solutions to problems.
• Provide excellent styling, sizing, and garment care advice.
• Be extremely confident with navigating the website and assisting the customer on where to find information.
• Attend regular customer care training.
• Work closely with other departments within the business.
• Liaise with our warehouse team on a daily basis for updates on customer queries.
• Work in partnership with our third-party partners providing updates on stock and orders.
• Make recommendations to improve the customer experience.
• Keep up to date with product knowledge via training, the website, social media, brochures, store visits and discussions with design, buying and merchandising teams.
• Visit our stores to feel, touch and try the product to be able to offer first-hand advice.
• Assist customers and the department by processing orders, customer returns and tracking deliveries. About you:
• Have a genuine passion for fashion and customer service.
• Confident in working in a fast-paced environment.
• Confident telephone manner with excellent written and verbal communication skills.
• Strong computer and systems skills.
• Organised with the ability to multitask.
• Confident at making decisions, prioritising and working autonomously.

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 and Income Protection Insurances
• 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 ofdiversity, equality, and inclusion in our workforce. As an equal opportunities’ employer, we do notdiscriminate against applicants based on race, colour, religion, gender, gender identity orexpression, sexual orientation, national origin, genetics, disability, age, or veteran status. Webelieve that diversity enriches our workforce and strengthens our organisation. Therefore, weencourage 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 thatare successful to the next stage.