Customer Care Advisor

Job Role - Customer Care Advisor 

Reporting to – Customer Care Manager 

ME+EM Culture

At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and aren't afraid to take risks. Everyone contributes to our success at all levels, and that's 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 monthly socials, activities and bi-annual parties. We pride ourselves on being approachable and supportive, and we make sure that everyone has a voice with employee-led committees and quarterly town hall meetings, and that everyone’s hard work is rewarded. Our values lie at the core of who we are as a business, how we operate and what we strive to be for our employees. We pride ourselves on being a Family, Fearless, Focused and Fashionable.  

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.     

This role offers flexible, remote working where possible. The successful candidate will be required to work at our head office 2-3 days a week. 

About you: 

• A minimum of 2 years’ experience working for a luxury retail brand in the customer care department. 
• 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. 

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. 

Your Rewards:

• 25 days annual leave + 8 bank holidays and a day off to celebrate your birthday
• Discretionary bonus scheme 
• Generous Staff Discount 
• Training and Development  
• Various Health and Wellbeing insurances 
• Cycle to Work Scheme  
• Length of Service Award 
• Regular social and wellbeing events  

As part of your role, it is important you operate within ME+EM’s values. At ME+EM we foster a culture of equality and diversity and fully recognise the positive contribution that each individual can make to the business. ME+EM are committed to a policy of equal opportunities, shall adhere to such a policy at all times and will review on an on-going basis all aspects of recruitment to avoid unlawful or undesirable discrimination. We will treat everyone equally irrespective sex, sexual orientation, gender reassignment, marital or civil  partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union and we place an obligation upon all staff to  respect and act in accordance with the policy.