Customer Care Assistant - job 3 of 3

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.

OUR COMMITMENT TO DIVERSITY AND INCLUSION

Diversity and Inclusion is a priority for MATCHESFASHION – we delight customers around the world and so it’s important that our team represents our customers.

We want to attract the very best talent and create an inclusive environment that celebrates the diversity of our people and enables them to do the best work of their careers. We recognise the world is not a perfect place and that bias exists, which is why we take a focused approach in this area and are committed to ensuring that all our people processes are equitable.

We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status or disability status.

THE ROLE

Do you enjoy solving problems and have experience thinking and acting at a speed? Are you driven by the idea of providing a smooth and memorable customer experience?

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 favourite 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 and email, working collaboratively across the business and team to solve problems, 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 customer every day.

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

You’ll know you fit in if 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

Please Note: The position 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 evenings only. Further details of hours available can be discussed at interview stage.

Matchesfashion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. If you have a disability that requires reasonable adjustment through this process please specify in your application form.