MR PORTER
Senior Sales & Customer Care Consultant
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Senior Sales & Customer Care Consultant
Luxury Sales and Customer Care Consultant
Our global Operations team powers worldwide shipping to over 180 countries, including same-day delivery to New York and London, while ensuring a seamless shopping experience across mobile, tablet and desktop. We’re dedicated to delivering the best possible customer experience, and we’re looking for a Senior Sales and Customer Care Consultant to join our Customer Care team in Charlton, London.
You’ll be the first point of contact for NET-A-PORTER and MR PORTER customers, embodying our role as brand ambassadors for the LuxExperience Group. Your responsibilities will include:
Location & Hours
- Location: DC1 Charlton
- Hours: 37.5 per week (rotating weekend shifts required)
- Team Size: Approximately 15 colleagues
- Reports To: Customer Care Assistant Manager
Responsibilities
- Act as a brand ambassador, delivering outstanding service and enhancing the shopping experience to foster long-term customer relationships
- Handle customer enquiries across phone, email, and web messaging, adhering to strict service standards
- Provide personalised, accurate responses, proactively identifying and resolving potential barriers for a seamless shopping experience
- Adhere to customer service processes and guidelines, using order management systems and customer care tools
- Provide post-purchase support, following up with customers to address concerns or offer assistance
- Maintain a customer-centric approach, identifying and mitigating negative impacts on the customer experience
- Convert product enquiries into sales while upselling complementary products for an enhanced customer experience
- Collaborate effectively with internal teams and departments
- Attend mandatory training sessions to expand customer care expertise and uphold brand professionalism
- Escalate complaints to your manager for efficient resolution
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Requirements
Key Qualifications
✔ Previous customer-facing experience in luxury sales and service, preferably within a contact centre environment ✔ Native-level proficiency in English (spoken & written) ✔ Fluency in German, Italian, or Spanish considered a plus ✔ Excellent communication skills, capable of building rapport with diverse customers ✔ Proactive mindset; ability to handle complex customer issues while adhering to data protection regulations ✔ Proficient in Microsoft Office ✔ Strong computer and keyboard skills ✔ Highly professional, organised, and team-focused with flexibility, reliability, and consistency ✔ Demonstrates a deep understanding of the importance of customer care in luxury retail
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Essential Personal Traits
- Exceptional attention to detail
- Clear communication with strong spelling and grammar
- Customer-centric mindset
About LuxExperience
✨ LuxExperience is the leading digital luxury group, home to industry-defining brands including:
- NET-A-PORTER
- MR PORTER
- YOOX
- Mytheresa
We are committed to diversity, equity, and inclusion, celebrating a broad range of backgrounds to drive innovation in luxury fashion.
Equal Opportunities Employer
“We welcome and consider all applicants regardless of: 🔹 Race, nationality, religion 🔹 Sex, pregnancy, or related medical conditions 🔹 Parental status, sexual orientation, gender identity 🔹 Disability status 🔹 Others with legally protected characteristics
If you require reasonable adjustments during your application, please let us know—we’re happy to accommodate.”
Experience Level: Entry Level
Workplace Type: Hybrid
Explore more opportunities at [LuxExperience Careers Portal]—or visit [Mytheresa Careers] for additional roles.
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