E-commerce Customer Service Assistant

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.