Customer Care Advisor - German & English Speaking

Job Title: Customer Care Advisor - German & English Speaking

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, 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

• 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.