Ecommerce Customer Service Assistant

About the role

We are looking for an enthusiastic Ecommerce Customer Service Assistant to join our London team. You will be the primary point of contact for online shoppers, helping them with orders, sizing, shipping, returns and any post‑purchase queries.

Key responsibilities

• Provide prompt, solution‑focused support via email and live chat.
• Own the end‑to‑end return process and report on its performance.
• Collaborate with order, logistics, retail and production teams to ensure a seamless omnichannel experience.
• Assist with order tracking, exchanges, repairs, refunds and quality checks.
• Gather feedback to improve product information, size guides and customer‑facing content.
• Maintain accurate customer records and support VIP segmentation.
• Track and analyse service metrics to drive continuous improvement.

Required profile

• Previous customer service experience, preferably in ecommerce, luxury retail or premium fashion.
• Ability to prioritise competing cases and work independently.
• Strong problem‑solving mindset with a customer‑first attitude.
• Excellent written and verbal communication skills.

Required skills

• Shopify (experience desirable).
• Zendesk (experience desirable).

What we offer

• Opportunity to work with a leading fashion brand.
• Collaborative environment with cross‑functional teams.
• Professional development and training on product knowledge.