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Customer Care Assistant - Japanese Speaking (Night Shift - Remote Working)

Posted: 8 Jun 2021 Closes: 8 Jul 2021
United Kingdom Competitive
Permanent & Full-time MTF_88D87B5E40




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, 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.

Why us?

Here at MATCHESFASHION we are committed to providing the best employee experience we can by taking the same approach to the one we do for our customers - providing both the logic and the magic. We are ambitious for our future and know you will be ambitious for yours so we seek to provide you with a role you can continue to grow into, as well as a clear career path within Customer Care with opportunities to progress to a senior assistant or Real Time Analyst in the future. We believe all of our team have a part to play in our success and continually work to support you with yours.

Working out of our new creative hub in Stratford each team member has access to a whole host of benefits (including MATCHESFASHION discount!) as well as learning and development opportunities and the chance to be part of a team that is growing and evolving alongside our business.


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
  • All applicants must hold the right to work in the UK
  • Working hours : 37.5 hours per week (including weekends & Public Holidays)
  • Shift time starts from at 1am - 9:30am
  • Work From Home


Diversity and Inclusion is a priority for MATCHESFASHION. We delight customers around the world and so it is important that our team represents our global customer base, as well as the local communities in which we operate.

We want to attract the very best talent and create an inclusive environment that celebrates the diversity of our people, enabling them to do the best work of their careers. Applicants from all backgrounds are encouraged and will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
If you would like help and advice about applying for this role please visit the Career Hive

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If you would like help and advice about applying for this role please visit the Career Hive