Customer Experience Assistant

Customer Experience Assistant

Overview:

This role is suited to a confident luxury e-commerce assistant who thrives in a client-centric environment and is passionate about service excellence. Reporting to our Customer Care Manager and working closely with the Operations and Retail teams, you will be the first point of contact for online customer service. This is a full-time, on-site role based at our Marylebone office.

At Métier, exceptional service is at the heart of our brand. The successful candidate will demonstrate operational expertise, refined communication skills, and a proactive approach to elevating the end-to-end client journey, from purchase to after-sales support and long-term relationship management. As part of a close-knit, high-performing team, you will help deliver a seamless, personalised, and elevated experience to our global clientele while contributing to the evolution of our customer care function.

Key Responsibilities:

• Deliver best-in-class, highly personalised client service across all communication channels, including email, live chat, WhatsApp, telephone, and social platforms, maintaining and exemplifying the brand’s distinctive tone of voice.
• Serve as a product and after-sales authority, with in-depth knowledge of materials, craftsmanship, care guidance, and brand policies to support elevated service resolution and effective internal escalation.
• Lead the end-to-end returns process, ensuring policy adherence while balancing commercial awareness and client retention considerations.
• Work with Customer Care leadership to improve processes across all channels, boosting efficiency, customer satisfaction, and service performance.
• Process pre-orders and bespoke client requests, including the creation of manual orders, ensuring precision and a white-glove client experience.
• Partner closely with Customer Care Management to support revenue growth through proactive client outreach, relationship cultivation, and strategic after-sales engagement.
• Work alongside operations to monitor daily order management, identify potential issues, and escalate concerns, maintaining awareness of global fulfilment accuracy and efficiency.
• Provide proficient administrative and project support, contributing to cross-functional initiatives and broader business objectives.

Essential:

• Minimum of 2 years’ experience in online customer service within a luxury e-commerce or omnichannel environment.
• Strong skills in Microsoft Office, especially Excel, for reporting and analysing operations.
• Experienced with using CRM platforms such as Gorgias or Zendesk.
• Proven ability to build and nurture long-term client relationships with sophistication, emotional intelligence, and impeccable communication.
• Confidently engaging high-net-worth clientele, external partners, and cross-departmentally with Retail, Merchandising, Finance, and Senior Management to support smooth operations and exceptional client experiences.
• Experienced in liaising with third-party logistics providers, couriers, and warehouse teams to manage complex service scenarios.
• Skilled at handling sensitive or challenging client situations with discretion, tact, and a solutions-oriented approach, ensuring a seamless luxury experience.
• Highly organised, resilient, and solution-focused, with the ability to prioritise effectively in a fast-paced environment while consistently delivering excellence under pressure.

Beneficial

• Experience with Shopify.
• Experience with Brightpearl.