Ecommerce Customer Service Support

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.

Key responsibilities:

• 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.
• Support with goods returned procedure.

Stock management:

• 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, working 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 us. Please note that we are only able to respond to candidates shortlisted for interview.