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- Tasks: Engage with customers via email, phone, and chat while managing orders and resolving issues.
- Company: Join twentytwentyone, a leading London retailer of classic and contemporary design for over 25 years.
- Benefits: Enjoy a birthday day off, annual bonuses, generous discounts, and travel perks.
- Why this job: Be part of a friendly team where your contributions directly impact customer satisfaction and company success.
- Qualifications: Strong communication skills and a passion for design; experience in high-end retail 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.
- 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 possess excellent written English and an impeccable phone manner. 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 service
✨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 this role. This will prepare you to handle queries and complaints confidently, showcasing your ability to provide excellent service.
✨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 the furniture and design industry. Being knowledgeable about current styles and customer preferences will help you engage with customers and position yourself as a valuable asset to the ecommerce team.
We think you need these skills to ace Ecommerce Customer service
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 Service position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and design. Use specific examples from your past experiences to demonstrate your ability to communicate effectively and resolve customer issues.
Highlight Relevant Experience: In your CV, emphasise any previous roles in customer service, especially in e-commerce or retail environments. Mention any experience with high-end products or furniture, as this will resonate well with twentytwentyone's focus.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Ensure your written English is impeccable, as this is crucial for the role. Check for spelling and grammatical errors 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 you've engaged with design in your personal or professional life, 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. Be prepared to discuss how you would handle various customer queries and complaints, showcasing your ability to communicate effectively.
✨Prepare for Problem-Solving Scenarios
Think of specific examples where you've successfully resolved customer issues or improved processes in previous roles. This will demonstrate your problem-solving skills and your proactive approach to customer service.
✨Familiarise Yourself with the Company
Research twentytwentyone’s products and values before the interview. Being knowledgeable about their offerings and showing that you align with their ethos will help you stand out as a candidate who truly cares about the brand.
