Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customers via email, phone, and web chat while managing orders and complaints.
- Company: Join twentytwentyone, a leading London retailer of classic and contemporary design for over 25 years.
- Benefits: Enjoy a birthday day off, annual bonus, generous staff discount, and travel perks.
- Why this job: Be part of a friendly team where your contributions directly impact customer satisfaction and company success.
- Qualifications: Passion for design, strong communication skills, and attention to detail are essential.
- Other info: Experience with Shopify is a plus; flexible hours in a vibrant showroom environment.
The predicted salary is between 28800 - 43200 £ per year.
twentytwentyone has been established for over 25 years as one of London’s foremost retailers of classic and contemporary design, supplying furniture, lighting and accessories from world-leading designers and manufacturers. We welcome applicants to join our growing and friendly team, where we are recognised for our uniqueness and diverse talents. Our culture is what makes twentytwentyone a warm and rewarding place to work.
What you'll need to have:
You will have an intrinsic understanding of good customer service and a proven ability to communicate your passion for interiors, product design and the creative industries to exceed our customer’s expectations. As a key part of the ecommerce team, you will be able to see the positive impact your contributions make to twentytwentyone’s continued success. You will have a high level of administrative and organisational skills and a rigorous attention to detail.
37.5 Hours, working 5 days per week 9.15am to 5.45pm Monday-Friday. Based at our showroom on River Street EC1R.
Key responsibilities:
- Sales and customer service
- Communicate with customers in a confident and friendly manner, responding to customer emails, telephone queries and web chat enquiries in a timely and well-informed manner.
- Ensure all web orders are processed and progressed accurately and efficiently. Keep customers informed of progress from start to end.
- Manage and resolve any customer complaints in a calm and professional manner.
- Provide a high level of communication regarding orders and enquiries between customer, suppliers and colleagues.
- Manage click-and-collect orders making sure stock is available at the correct location in a timely manner. Follow-up on items that have/have not been collected and liaising with customers when required.
- Organise deliveries and installations, managing carefully to deliver high customer service and follow up calls.
- Provide showroom reception support and lunch/holiday cover where required.
- Ensure correct claims procedures are followed and relevant parties are kept informed of any losses/compensation/discounts.
- Log and evaluate any customer feedback and implement recommendations for continuous improvement.
- Build rapport with customers to encourage repeat custom.
- Support with the management of online wedding and gift lists – ensuring gift orders are processed correctly and stock levels are checked for list items.
- Monitor customer returns in a tracking document and work on procedures to reduce refunds.
- Work closely with retail and warehouse to ensure stock for web orders is reserved and delivered as quickly and efficiently as possible.
- Maintain and monitor stock levels for web products, work with retail and warehouse to monitor out-of-stocks and new stock deliveries.
- Advise customers of any out-of-stock items – placing orders when required or suggesting alternatives when possible.
- Update immediately or inform the Web Team of any required amends to lead-times, price changes, or issues with product page description or specification.
- Help improve communication of in-stock, quick ship and made to order goods.
- Assist with stock taking activities as required.
- Updating SKU’s on the website.
The ideal candidate will have:
- An enthusiasm for twentytwentyone, design and our products.
- An intrinsic understanding of good customer service.
- Strong organisational and administrative skills, with attention to detail and accuracy.
- Strong initiative and problem-solving skills.
- Excellent written English.
- An impeccable phone manner.
- Flexibility and keenness to carry out all aspects of the role.
- Familiarity with Shopify or similar CMS is desirable.
- Experience of selling high-end, made-to-order furniture/lighting would be an advantage.
We offer:
- Birthday day off
- Company annual bonus scheme
- Generous staff discount
- Season travel ticket/Cycle Loan
- Training and opportunities for development
Please send a CV and covering letter outlining your suitability for the role to: jobs@twentytwentyone.com. Please note that we are only able to respond to candidates shortlisted for interview.
Ecommerce Customer Service Support employer: twentytwentyone
Contact Detail:
twentytwentyone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Service Support
✨Tip Number 1
Familiarise yourself with twentytwentyone's product range and design philosophy. Understanding their unique offerings will help you communicate effectively with customers and demonstrate your passion for interiors during the interview.
✨Tip Number 2
Practice your customer service skills by role-playing common scenarios you might encounter in the role. This will prepare you to handle customer queries and complaints confidently, showcasing your ability to exceed expectations.
✨Tip Number 3
Research the e-commerce landscape, particularly focusing on platforms like Shopify. Being knowledgeable about how these systems work will give you an edge and show your initiative to learn relevant tools for the job.
✨Tip Number 4
Network with current or former employees of twentytwentyone if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Ecommerce Customer Service Support
Some tips for your application 🫡
Understand the Role: Read the job description carefully to grasp what twentytwentyone is looking for. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Craft a Tailored CV: Ensure your CV reflects your relevant experience in customer service and any familiarity with ecommerce platforms like Shopify. Use clear headings and bullet points to make it easy to read.
Write a Compelling Cover Letter: In your cover letter, express your passion for design and customer service. Provide specific examples of how you've exceeded customer expectations in previous roles, and mention your enthusiasm for twentytwentyone's products.
Proofread Your Application: Before submitting, double-check your CV and cover letter for spelling and grammatical errors. A polished application demonstrates attention to detail, which is crucial for this role.
How to prepare for a job interview at twentytwentyone
✨Show Your Passion for Design
Make sure to express your enthusiasm for interiors and product design during the interview. Share examples of how you've engaged with design in your personal or professional life, as this will resonate well with twentytwentyone's focus on creativity.
✨Demonstrate Customer Service Skills
Prepare to discuss specific instances where you've provided excellent customer service. Highlight your ability to handle complaints calmly and professionally, as this is crucial for the Ecommerce Customer Service Support role.
✨Be Organised and Detail-Oriented
Since the role requires strong organisational skills, come prepared with examples that showcase your attention to detail. You might mention how you’ve managed multiple tasks or projects efficiently in the past.
✨Familiarise Yourself with Shopify
If you have experience with Shopify or similar CMS platforms, be ready to discuss it. If not, take some time to learn the basics before the interview, as this knowledge could give you an edge over other candidates.
