E-commerce Customer Service Assistant

3 weeks ago

London, Greater London, United Kingdom PICANTE Full time

PICANTE is founded by Jude Taylor and Saam Zonoozi. Born from the love of food, friendship and travel, the fashion and lifestyle brand PICANTE has gone on to become a cult London-based label featured in publications including Vogue, HYPEBEAST, HighSnobiety, Complex and GQ.

PICANTE is currently recruiting for an e-commerce customer service assistant to work directly with the founders and e-commerce team to refine and strengthen the customer experience.

THE ROLE:

We're seeking a customer service assistant who will be the first point of contact for our customers, ensuring they receive exceptional, brand-aligned support across our channels. You'll handle inquiries, resolve issues, and go the extra mile to enhance customer satisfaction and loyalty. Beyond customer interactions, you'll liaise with our production and fulfilment partners to keep stock, orders and the website running smoothly. You'll also play a key role in tracking customer feedback and suggesting improvements to the customer experience.

MAIN RESPONSIBILITIES:

Customer Service & Support

  • Be the first point of contact for customers via email and Instagram, handling inquiries about orders, shipping, returns, sizing and product availability.
  • Deliver exceptional, brand-aligned service that reflects our brand and tone of voice. 
  • Efficiently resolve customer issues, escalating complex cases when needed.
  • Obsess over the customer experience, going above and beyond to ensure new and existing customers are always happy.

Customer Retention & Loyalty

  • Identify opportunities to engage and retain customers through personalised interactions.
  • Assist with future loyalty programs, VIP experiences and targeted retention initiatives.
  • Gather and analyse customer feedback and present to the design team on a weekly basis. Flag frequent product concerns (e.g. sizing confusion).
  • Track return trends and report any recurring product issues (e.g. sizing discrepancies, quality concerns) to the production team.
  • Support strategic product seeding efforts, ensuring select customers and influencers receive key pieces. Support further with influencer outreach and building relationships.

Process Improvement & Reporting

  • Identify common customer concerns and suggest improvements to customer service processes.
  • Liaise with our UK & EU 3PL partners on a weekly basis ensuring everything runs smoothly and any issues are reported and quickly ironed out.

Stock and website

  • Liaise with the production team to understand what's in and out of stock, upcoming restocks and product availability. Feedback to each other on what products are high in demand and what's running low. 
  • Keep the stock on-site accurately up to date based on what's at our fulfilment centre.
  • Work closely with the eCommerce team to suggest improvements to the website UX/UI based on common customer issues.
  • Flag any product description issues, pricing errors, or missing content on the site for correction.

SKILLS & REQUIREMENTS:

  • Shopify experience essential
  • Experience in customer service, ideally in a fashion context preferred 
  • Experience in Gorgias ideal, but not essential
  • Excellent written and spoken English
  • A strong interest in streetwear, luxury fashion and the PICANTE brand
  • Proficiency in Google tools (Gmail, Gcal, Sheets, Slides)
  • Proactive and entrepreneurial spirit
  • Enthusiasm for UX/UI and customer experience optimisation
  • Strong attention to detail and proactive thinking
  • Excellent people skills
  • Strong time management skills with the ability to meet deadlines
  • Ability to work collaboratively in a fast-paced environment
  • Excellent organisational skills

THE CANDIDATE:

The ideal candidate will be organised and proactive with good experience in dealing with customers from all backgrounds. Time management and being detail orientated is very important as when dealing with customer's orders, it's crucial that they are a meticulous person. They are not just responding to inquiries, they are problem solvers and brand ambassadors, who elevate the shopping experience and help drive loyalty.

THE BITS YOU WANT TO KNOW:

  • Salary in line with experience.
  • 5 days a week (office based in Vauxhall, London) with remote working options.
  • Great team.
  • Free clothes.

PICANTE is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

  • E-Commerce Manager

    7 days ago

    London, Greater London, United Kingdom Chelsea Peers Full time

    An exciting opportunity in a thriving business, we are looking for a dynamic and results-driven E-Commerce Manager to oversee the day-to-day operations of ChelseaPeers.com. This hands-on role will involve managing the entire e-commerce process from product detail pages (PDPs) and product listing pages (PLPs) to website performance. The ideal candidate will...

  • e-commerce executive

    4 days ago

    London, Greater London, United Kingdom TN United Kingdom Full time

    Social network you want to login/join with:Our client is all about quality food products and ingredients, they know what it takes to source top quality products and are partners with some of the biggest names in the UK & Ireland. As a direct result of their ongoing success, they are looking to recruit an E-Commerce Executive. This newly created role is part...

  • E-Commerce Manager

    5 days ago

    London, Greater London, United Kingdom Westmill Foods Full time

    E-Commerce Manager – Enfield with hybrid workingDepartment: SalesLocation: London (Enfield)Closing date: 15th April 2025Our BusinessWe are proud of our heritage and position as one of Europe's largest specialist food companies, manufacturing and supplying authentic global foods which serve the chefs and owners of restaurants and takeaways, as well as a...

  • Head of E-Commerce

    3 weeks ago

    London, Greater London, United Kingdom Minka Dink London Full time

    MINKA DINK LONDONHead of E-Commerce & Digital MarketingOVERVIEWMinka Dink London is a rapidly growing fashion brand based in London. Our aim is to create versatile and timeless clothing to suit every occasion. We are looking for an experienced Head of E-Commerce & Digital Marketing to lead our online growth and digital presence. This role will lead all...

  • E-Commerce Accountant

    4 days ago

    London, Greater London, United Kingdom GTS International Full time

    Job Title: E–commerce Accountant Location: Bridgend, WalesSalary: GBP40,000 – GBP45,000 per annumJob Type: Full–time, PermanentAbout the RoleAre you a skilled E–commerce Accountant looking for a new challenge? We re recruiting on behalf of a growing UK business seeking a financially astute and commercially driven accountant to support their expanding...

  • E-Commerce Manager

    4 days ago

    London, Greater London, United Kingdom Pearson Full time

    E-Commerce ManagerDepartment: International Higher Education Customer ServicesReports to: VP Customer ServicesLocation: United KingdomAbout PearsonPearson is the world's leading learning company, with expertise in educational courseware, assessment, and a range of teaching and learning services. Our purpose is to help everyone achieve their potential through...

  • Head of E-Commerce

    4 hours ago

    London, Greater London, United Kingdom Consumer Additions and Consumer Exec Full time

    Consumer Additions are currently partnered with a premium retail business who are looking to invest in a newly created role - Head of E-Commerce.This role will be crucial to the business continuing their impressive scaling and be at the forefront of building their strategy for online trading as well as their consumer centric UX experience.The role will be...

  • Head of E-Commerce

    4 days ago

    London, Greater London, United Kingdom Consumer Additions and Consumer Exec Full time

    Consumer Additions are currently partnered with a premium retail business who are looking to invest in a newly created role - Head of E-Commerce.This role will be crucial to the business continuing their impressive scaling and be at the forefront of building their strategy for online trading as well as their consumer centric UX experience.The role will be...

  • E-commerce Solutions Architect

    6 days ago

    London, Greater London, United Kingdom Calibre Global Consulting Full time

    About the job E-commerce Solutions ArchitectE-commerce Solutions ArchitectMust be eligible to work in UK, Role is Hybrid working in West LondonSeeking a business-minded E-commerce Solutions Architect to design, implement, and manage scalable e-commerce systems. This role will involve working closely with cross-functional teams to align technical solutions...

  • Head of E-Commerce

    7 days ago

    London, Greater London, United Kingdom TN United Kingdom Full time

    JOB DESCRIPTIONJob Title:Head of E-Commerce - AmazonDepartment:E-CommerceReporting to:Managing DirectorLocation:Neasden, LondonThe role:As the Head of E-Commerce, you will take full ownership of our Amazon business for UK, Europe and USA, undertaking the complete end-to-end management of the account from product launches, content, storytelling, PPC,...

  • E-Commerce Intern

    2 weeks ago

    London, Greater London, United Kingdom Christian Louboutin Full time

    Job Summary:Christian Louboutin is looking for a detail-oriented and proactive E-Commerce Intern to support the day-to-day operations of our external e-commerce sites. This role will be instrumental in managing key operational tasks, ensuring a seamless online shopping experience for our customers, and maintaining strong relationships with our e-commerce...

  • E-Commerce Merchandising Specialist

    3 weeks ago

    London, Greater London, United Kingdom Weber-Stephen Products EMEA Full time

    E-Commerce Merchandising Specialist(Hybrid/In-office)About WeberIn 1952, George Stephen Sr. changed the world of outdoor cooking with the original Weber charcoal grill. Today, Weber is a global leader in grilling innovation, creating exceptional products that bring people together and inspire unforgettable moments. Join our passionate community and help...

  • E-Commerce Key Account Manager

    4 days ago

    London, Greater London, United Kingdom TN United Kingdom Full time

    Job Title: E-Commerce Key Account ManagerSalary: £35k to £45k basic + commission + benefitsLocation: South East EnglandReference: J3233Contact:Telephone: 0141 647 6688Advancements in the world of e-commerce have resulted in a change in emphasis for packaging requirements in terms of protection, reverse logistics, and speed through the packaging...

  • E-Commerce Assistant

    3 days ago

    London, Greater London, United Kingdom WYSE London Full time

    Job description Reports to: Senior E-Commerce Manager Assisting the day-to-day running of our online store. This will encompass Product Launches, Image Management, SEO, and the opportunity to develop as the business grows. The full-time position is based at our Head Office in Shepherds Bush and is required to be in the office 4 days a week, and 1 day working...

  • E-commerce Retention

    4 days ago

    London, Greater London, United Kingdom No Limit Email Full time

    No Limit Email is a fast-growing performance marketing agency specializing in scaling high-ticket D2C e-commerce companies.We are not a high-volume, 'churn and burn' agency. Results are the only thing that matters. We track ROI for every client, and our North Star metric as an agency is that EVERY client turns into a case study we are proud of.Our team is...

  • E-Commerce Manager

    3 weeks ago

    London, Greater London, United Kingdom Insignia Group of Companies Full time

    VOL Online Shop is a highly curated luxury e-commerce platform under L'Odyssee, seamlessly integrating rare and exclusive products with editorial storytelling.Unlike traditional marketplaces, VOL operates on a drop shipping model—partnering with high-end retailers like Harrods, Net-a-Porter, and exclusive independent brands via API integrations. This...

  • E-Commerce Manager

    20 hours ago

    London, Greater London, United Kingdom Insignia Group of Companies Full time

    VOL Online Shop is a highly curated luxury e-commerce platform under L'Odyssee, seamlessly integrating rare and exclusive products with editorial storytelling.Unlike traditional marketplaces, VOL operates on a drop shipping model—partnering with high-end retailers like Harrods, Net-a-Porter, and exclusive independent brands via API integrations. This...

  • Head of E-commerce and Digital

    4 hours ago

    London, Greater London, United Kingdom Hawes and Curtis Full time

    Head of E-commerce and Digital at Hawes and CurtisHawes & Curtis was founded by two accomplished outfitters, Ralph Hawes & Freddie Curtis in 1913, whose vision has been to create high quality, exclusive clothing. Over the last two decades, we have redefined the shirt market with innovation, quality and flair. The company has gone from strength to strength,...

  • Amazon E-commerce Executive

    2 hours ago

    London, Greater London, United Kingdom BramahHR Ltd Full time

    Are you experienced in managing Amazon e-commerce accounts as well as other e-commerce platforms? If so this role could be for youOur amazing client is looking for a great candidate with previous relatable experience to join their Digital team who is skilled in the understanding of e-commerce sales strategies and performance metrics, has great communication...

  • Manager, Customer Success

    7 days ago

    London, Greater London, United Kingdom Relay Commerce, Inc. Full time

    About the CompanyRelay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate...