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For Companies At a Glance
- Tasks: Engage with customers via email, phone, and chat, ensuring top-notch service.
- Company: Join twentytwentyone, a leading London retailer of stylish furniture and design.
- Benefits: Enjoy a birthday day off, annual bonuses, generous discounts, and travel perks.
- Why this job: Be part of a creative team where your contributions directly impact success.
- Qualifications: Strong communication skills and a passion for design are essential; experience is a plus.
- Other info: Flexible hours with opportunities for training and personal development.
The predicted salary is between 24000 - 36000 £ 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.
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.
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 accurately and efficiently, keeping the customers informed at every stage.
- Manage and resolve any customer complaints in a calm and professional manner.
- Proactively liaise with colleagues, external suppliers, and delivery partners to resolve delivery, tracking and return queries.
- Problem-solve and collaborate with the team to resolve customer issues or complaints, and improve processes as a result.
- Organise deliveries and installations, providing elevated customer service and follow-up.
- Ensure correct claims procedures are followed.
- Support with the returns process, monitoring customer returns and working on procedures to reduce refunds.
- Build rapport with customers to encourage repeat custom, working with the Customer Service Manager to develop a customer retention strategy.
- Support with the management of online wedding registry and gift lists, from selection through to delivery.
- Provide showroom reception support and lunch/holiday cover where required.
Stock management
- Maintain and monitor stock levels for web products, working closely with retail and warehouse teams to ensure stock for web orders is reserved and delivered as efficiently as possible, while monitoring new stock deliveries and out-of-stock items.
- Help improve communication of in-stock, quick-ship and made-to-order goods.
- Website content accuracy – support E-commerce Team to update price lists, price changes, SKUs, lead times, product page descriptions and specifications when necessary.
An enthusiasm for twentytwentyone, design and our products is essential. You should have excellent written English, an impeccable phone manner, and experience of selling high-end, made-to-order furniture/lighting would be an advantage.
Benefits:
- Birthday day off
- Company annual bonus scheme
- Generous staff discount
- Season travel ticket/Cycle Loan
- Training and opportunities for development
Locations
Contact Detail:
twentytwentyone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ECommerce Customer 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 queries and complaints confidently, showcasing your ability to provide excellent support.
✨Tip Number 3
Network with current or former employees of twentytwentyone on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on trends in eCommerce and customer service best practices. Being knowledgeable about the latest tools and techniques will demonstrate your commitment to improving customer experiences at twentytwentyone.
We think you need these skills to ace ECommerce Customer Support
Some tips for your application 🫡
Understand the Role: Read the job description carefully to grasp the key responsibilities and skills required for the ECommerce Customer Support position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Your Customer Service Skills: In your CV and cover letter, provide specific examples of how you've delivered excellent customer service in previous roles. Mention any experience you have with high-end products or in a retail environment, as this will resonate with twentytwentyone's focus.
Express Your Passion for Design: Demonstrate your enthusiasm for interiors and product design in your application. Share any relevant experiences or interests that showcase your passion for the creative industries, as this is crucial for connecting with the company's ethos.
Proofread Your Application: Ensure your application is free from spelling and grammatical errors. Given the emphasis on excellent written English, take the time to proofread your CV and cover letter to present yourself professionally.
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 your passion has influenced your previous work or customer interactions, as this will resonate well with twentytwentyone's focus on creativity.
✨Demonstrate Excellent Communication Skills
Since the role involves a lot of customer interaction, practice articulating your thoughts clearly and confidently. Use examples from past experiences where you successfully resolved customer queries or complaints to showcase your communication prowess.
✨Prepare for Problem-Solving Scenarios
Anticipate questions related to handling difficult customer situations. Think of specific instances where you effectively managed complaints or improved processes, as this will highlight your problem-solving abilities and collaborative spirit.
✨Familiarise Yourself with E-commerce Operations
Brush up on your knowledge of e-commerce processes, especially regarding order management and stock levels. Being able to discuss how you would ensure accurate order processing and effective communication with teams will demonstrate your readiness for the role.
