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E-commerce Customer Care Executive

W1U 6QD, London (Greater)
Closing date
16 Feb 2023

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Coordinator / Executive
Contract Type
Full Time

Job Details


The Métier E-commerce team is expanding, and we are looking for a bright and personable individual to take charge of our online customer service. The Customer Care Executive will be a crucial part of a small, entrepreneurial team in a fast-growing company based in London, W1. The right candidate will develop with the role, enjoying exposure to different areas of the luxury leather goods industry and all the various functions of a growing online brand with opportunity to contribute directly to its success.

The Customer Care Executive will report into our Head of E-commerce. We do not offer remote working and will ask the candidate to be based in our studio in Marylebone.

Main Duties and Responsibilities

  • First point of contact for all customer enquiries over phone, email, live chat and socials - ensuring timely and accurate response and providing excellent customer service.
  • Offer our customers a deep understanding of the product.
  • An excellent understanding of the Métier customer so to encourage repeat purchases and to look for customer retention opportunities.
  • Working to team KPIs and sales targets.
  • Maintain GDPR best practice and update customer records, creating and organising customer segmentations and lists.
  • Manage RMAs, repairs, and refund processes.
  • Monitoring the OMS and acting as first point of escalation for issues to ensure orders pass correctly from the website to warehouse for fulfilment.
  • Communicating with warehouse and logistics manager regarding stock and deliveries.
  • Communicating with the business regarding customer feedback and reporting on customer care data to the wider team in a clear and analytical way.
  • Monitor competitor customer experience, making suggestions and helping implement customer experience improvements and initiatives.

Candidate’s Background


  • Fluent written and spoken English.
  • Retail customer service experience - at least 1 year, whether in bricks and mortar or online.
  • Excellent interpersonal skills, a people person who loves getting to know customers and building relationships. with them to make them feel special.
  • A passion for luxury retail and delivering excellent customer service, with the ability to deal with a variety of customers and situations.
  • Computer and technically literate and confident, working quickly with various tools including Microsoft Office suite.


  • Experience with Shopify, Brightpearl, Mailchimp or Klaviyo, and ZenDesk
  • Basic skills in Photoshop
  • Experience with building basic reports and making analysis
  • Experience in E-commerce trading and the world of online retail, ideally small to medium business

Key Personal Competencies/Skills 

We are a small team, so you must be proactive and willing to roll up your sleeves and get stuck in. We are looking for someone who is:

  • Highly motivated, hardworking, flexible and comfortable with change.
  • Has excellent written and verbal communication skills.
  • Highly accurate with a meticulous eye for detail.
  • A logical and analytical thinker.
  • Prepared to go the extra mile and use one's initiative.
  • Excellent with time-management skills with the ability to multi-task across projects.
  • Takes pride in their work and enjoys seeing tasks through to completion.
  • Able to be calm under pressure and meet deadlines.
  • Able to think logically and calmly on their feet, use common sense and a service minded approach to dealing with issues as they arise.
  • Able handle decisions in a responsible way and has the initiative to escalate issues appropriately. 


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