Customer Care Advisor Remote
Job description
At MATCHESFASHION we are on a mission to offer the most personal luxury shopping experience in the world. We are renowned and respected for the relationships we build with clients and our brand partnerships. To achieve our ambition, we capitalise on our unique combination of technical savviness and global innovation mixed with curated content.
MORE ABOUT US
We bring together a modern edit of over 700 established and new generation designers. Founded over 30 years ago as a brick and mortar store, we transitioned online in 2012. In 2017, APAX Partners acquired a majority stake in MATCHESFASHION, fuelling our expansion. We now ship to 176 countries, have over 70 million site visits and 95% of our sales are online with the majority of sales made internationally.
We have a global website, mobile apps, retail stores, private shopping, VIP events and 24/7 customer care and MyStylist teams. We have offices in the UK and Hong Kong. In London, our head office is based in The Shard, our brand-new creative hub is in Here East and last year we launched No.5 Carlos Place, a completely new retail concept combining digital and physical interaction.
We lead the way, moving our industry forward, and we are always looking for talented individuals to come in and inspire the world with us.
ROLE: You probably know how this story goes…
A customer calls. Her name is Alison, she is calling from New York about an issue with her MATCHESFASHION order. In her previous experience with other brands these phone calls are time-consuming and unhelpful, so she is already preparing herself for an irritating conversation. Except that Customer Care means something different at MATCHESFASHION and it’s YOU that picked up her call. You are curious and keen to find out how you can help her, and you have the expertise to solve her problem (expertise which we help you refine with our comprehensive training as well as learning & development opportunities). You are polite and proactive; in the end she lowers her guard and opens up. Her order is something she needs for an event that may change her career. Whilst you find out what has happened with her order you realise you share a common interest in art galleries and travel, she suggests her favorite rooftop bar for you to visit if you are ever in New York. In the meantime, you have solved the problem. She is so grateful; you made her day! You wish her luck and close the call.
And just like that you have shown her that luxury at MATCHESFASHION is more than the content of the parcel she will receive soon (thanks to you!). It is in the expertise, generosity of spirit and in the connection created by its people.
Since our first MATCHESFASHION shop in Wimbledon over 30 years ago, providing a meaningful and personal luxury experience for our customers has been at the heart of what we do. Now are one of the biggest global destinations in online luxury for men and women, with a modern edit of over 450 established and new generation designers, delivering to over 176 countries. Famous for our fashion point of view, with a forward-looking focus on innovation and emerging talent, what remains the same as we grow is our focus on customers experience.
Everyday our Customer Care team connect and support our customers via phone, email, chat and social working collaboratively across the business and team to solve problems, help customers to place orders, making the right decisions and taking accountability for every single customers MATCHESFASHION journey. As our business grows so does our team. We are looking for people like you to come and help us create these experiences for each one of our customers every day. We like to consider ourselves a “one stop shop”. When you’re the person that our lucky customer connects with, you’ll be able to give them a concierge style service whatever their enquiry.
If you have experience in fast paced customer facing environments, are eager to learn and in search of an opportunity to distinguish yourself for your outstanding customer care talent in a leading luxury shopping destination you have come to the right place.
Requirements
About you…
- Love to solve a problem and take responsibility
- Are resilient with the tenacity to not give up until the problem is solved
- Have experience fast paced customer facing environments
- Enjoy getting stuck in and working with your team and with business partners to find the right solution
- Have fluent English both written and spoken
- Know your way around Microsoft Office
- Are able to work flexible shift patterns including evenings, weekends and bank holidays
- Are keen to learn more about the luxury fashion industry and the exciting brands that we stock on MATCHESFASHION
- This role is remote working and not office based.
Please Note: This role is fully remote, and we are open to candidates based all over the UK. This role is full time (37.5 hours) however part time hours are available. Shifts will be issued on a rota basis and consist of evenings and weekends. We would also welcome someone who is looking for evening only or night shifts.
Further details of hours available can be discussed at interview stage
Benefits
- 50% employee discount
- 33 days holiday (including bank holidays), and the option to buy up to 5 additional days
- Extra day off for your birthday
- Access to Health Cash Plan including dental, glasses and contact lenses, physiotherapy and more.
