Job Description

About Pure White Lines:

Pure White Lines is a leading interiors brand specialising in curated antique and vintage inspired furniture, lighting and decor. With a strong online presence and a growing retail footprint, we are passionate about design, detail, and delivering exceptional customer experiences. Our collections feature a mix of historical charm and contemporary edge, making us a go-to for interior designers and design-conscious consumers alike.

We are looking for an experienced and highly organised

Customer Service Assistant

to join our friendly and fast-paced team at our Hampton Court head office. This is a fantastic opportunity for someone with a keen eye for detail and a proactive attitude to support the smooth running of daily operations in a creative and growing business. As a Customer Service Assistant, you'll be the friendly and knowledgeable frontline for customer care. Ultimately you will be a brand ambassador for Pure White Lines' aesthetic and values, helping cultivate lasting loyalty through exceptional service.

Key Responsibilities:

Respond promptly and professionally to customer inquiries via email and phone regarding products, orders, shipping, returns, or general assistance. Provide in-depth product information and styling guidance across our product range. Assist with order placement, updates, cancellations, exchanges, returns, and refunds--always following company policies and delivering a seamless experience. Log, track, and escalate issues using a methodical system --such as shipping delays, damaged items, or missing pieces--to internal teams in Operations, Warehouse, or Logistics, ensuring timely resolution. Identify opportunities to optimize processes in order to enhance customer experience and improve customer reviews. Audit customer feedback and create monthly metrics for management reviews. Help manage customer communications during seasonal peaks (e.g. Summer Sale and new arrivals launches). Represent Pure White Lines with professionalism, diplomacy, and warmth
Skills and Experience Required:

Previous customer service experience, ideally in e commerce, retail, or design-led sectors. Strong written and verbal communication skills with impeccable attention to detail. Comfortable and confident handling inbound and outbound phone communication with customers, suppliers and internal teams Strong organisational skills with the ability to multi task across inquiries and projects. Empathy, patience, and the ability to diffuse delicate situations or address dissatisfied customers tactfully. Familiarity with order management systems, CRMs and proficient use of technology. A passion for interior design would be a bonus Ability to work both independently and collaboratively, in a fast-paced, creative environment.
What we offer:

A dynamic and creative working environment within a growing interiors brand Staff discount on our products Opportunity to develop skills and grow within the company Close-knit, supportive team culture On-site office in the beautiful Hampton Court area (2 minute walk from Hampton Court Station)
Job Type: Full-time

Pay: 25,000.00-29,000.00 per year

Benefits:

Employee discount
Work Location: In person

Reference ID: PWL Customer Service Assistant