Ecommerce Customer Service Support
twentytwentyone
Islington, England, United Kingdom
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 our 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 accurately and efficiently, keeping the customers informed at every stage. Manage and resolve any customer complaints in a calm and professional manner. Proactively liaising with colleagues, external suppliers, and delivery partners to resolve delivery, tracking and return queries. Providing a high level of communication with the customer. Problem-solving and collaboration with the team to resolve customer issues or complaints, and improving processes as a result. Manage click-and-collect orders, ensuring stock is available at the correct location promptly. Follow up on items that have/have not been collected and liaise with customers when required. 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. Log and evaluate any customer feedback and implement recommendations for continuous improvement. Support with the management of online wedding registry and gift lists, from selection through to delivery. Positively represent twentytwentyone in all instances. 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. Assist with stock-taking activities as required. 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. Familiar 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.