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For Companies At a Glance
- Tasks: Be the first point of contact for customers, handling inquiries and enhancing their experience.
- Company: Join PICANTE, a trendy London-based fashion brand loved for its unique style and culture.
- Benefits: Enjoy remote work options, a supportive team, and free clothes!
- Why this job: Elevate customer experiences while working closely with founders in a vibrant, fast-paced environment.
- Qualifications: Experience in Shopify and customer service, with a passion for streetwear and luxury fashion.
- Other info: Office based in Vauxhall, London; salary based on experience.
The predicted salary is between 24000 - 36000 £ per year.
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 Customer Service Assistant employer: PICANTE
Contact Detail:
PICANTE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land E-commerce Customer Service Assistant
✨Tip Number 1
Familiarize yourself with the PICANTE brand and its products. Understanding their style, values, and customer base will help you align your communication and support with their brand voice, making you a more effective candidate.
✨Tip Number 2
Showcase your experience with Shopify and any customer service tools like Gorgias. If you have examples of how you've improved customer experiences in previous roles, be ready to discuss them during the interview.
✨Tip Number 3
Highlight your passion for streetwear and luxury fashion. Being genuinely interested in the industry will not only make you a better fit for the role but also resonate with the team and customers alike.
✨Tip Number 4
Prepare to discuss how you would handle specific customer service scenarios. Think about ways to go above and beyond for customers, as this role emphasizes exceptional service and customer loyalty.
We think you need these skills to ace E-commerce Customer Service Assistant
Some tips for your application 🫡
Understand the Brand: Before applying, take some time to familiarize yourself with PICANTE's brand values, style, and customer base. This will help you tailor your application to reflect their tone and ethos.
Highlight Relevant Experience: Make sure to emphasize any previous customer service experience, especially in the fashion industry. Mention specific tools like Shopify or Gorgias if you have experience with them, as they are essential for this role.
Showcase Your Skills: Clearly outline your skills that align with the job requirements, such as attention to detail, time management, and excellent communication. Provide examples of how you've used these skills in past roles.
Personalize Your Application: Craft a personalized cover letter that reflects your enthusiasm for the PICANTE brand and your understanding of the customer experience. Mention how you can contribute to enhancing customer satisfaction and loyalty.
How to prepare for a job interview at PICANTE
✨Show Your Passion for the Brand
Make sure to express your enthusiasm for PICANTE and its unique blend of food, fashion, and travel. Familiarize yourself with their products and recent collections, and be ready to discuss how you can contribute to enhancing the customer experience.
✨Demonstrate Customer-Centric Thinking
Prepare examples from your past experiences where you went above and beyond to resolve customer issues or improve their experience. Highlight your problem-solving skills and how you can apply them to ensure customer satisfaction at PICANTE.
✨Familiarize Yourself with Shopify and Gorgias
Since Shopify experience is essential for this role, brush up on your knowledge of the platform. If you have any experience with Gorgias, be sure to mention it, as it will show your readiness to handle customer inquiries efficiently.
✨Be Ready to Discuss Process Improvements
Think about common customer service challenges you've encountered in previous roles and be prepared to suggest potential improvements. This shows that you are proactive and willing to contribute to the team's success by enhancing processes.
