Design-Driven E-commerce Support Specialist

twentytwentyone; Greater London; On-site; GBP 21,000 - 28,000; Full time

Job summary

twentytwentyone, a London-based retailer of design furniture and lighting, seeks a proactive E-Commerce Customer Service Support to join our growing team. You will provide friendly, professional support across email, phone and web chat, manage orders, and coordinate with suppliers and delivery partners to ensure a smooth customer journey.

The role involves stock monitoring, product updates on the website, and assisting with showroom reception.

Qualifications

• Experience in e-commerce, customer service or retail would be an advantage.
• Experience in selling high-end, made-to-order furniture/lighting would be an advantage.

Responsibilities

• Communicate with customers across email, telephone and web chat, providing friendly, informed and professional support.
• Process web orders and take ownership of customer enquiries through to completion, including deliveries, installations, click-and-collect and returns.
• Liaise with colleagues, suppliers and delivery partners to resolve queries and provide clear communication throughout the customer journey.
• Handle customer issues and complaints, using sound judgement to find solutions and identify opportunities to improve the customer experience.
• Build strong customer relationships, capture feedback and support customer retention and repeat business.
• Support wedding registry and gift lists, as well as showroom reception and lunch/holiday cover where required.
• Monitor web stock levels, incoming deliveries and out-of-stock products, working closely with retail and warehouse teams to ensure orders are fulfilled efficiently.
• Help ensure product availability, lead times and fulfilment expectations are communicated clearly to customers and colleagues.
• Support the E-Commerce team in maintaining accurate website information, including prices, SKUs, lead times, product descriptions and specifications.
• Develop strong product and supplier knowledge and assist with stock-taking as required.

Job description

twentytwentyone, a London-based retailer of design furniture and lighting, seeks a proactive E-Commerce Customer Service Support to join our growing team. You will provide friendly, professional support across email, phone and web chat, manage orders, and coordinate with suppliers and delivery partners to ensure a smooth customer journey.

The role involves stock monitoring, product updates on the website, and assisting with showroom reception.