E-commerce Customer Service Support

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 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 are looking for a proactive and customer-focused E-Commerce Customer Service Support to join our growing team. The ideal candidate will have excellent communication skills, strong organisational abilities and a genuine interest in design and our products. You will play a key role in delivering a high level of customer service across our online sales and customer experience.

With a keen eye for detail and a problem-solving mindset, you'll work closely with the wider e-commerce, retail and warehouse teams, as well as suppliers and delivery partners, to ensure customers receive a smooth and well-managed experience from initial enquiry through to delivery and beyond.

37.5 Hours, working 5 days per week, Monday - Friday, 9.15am to 5.45pm.

On-site, based at our River Street showroom.

Key responsibilities:

Sales and customer service

• 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.

Stock and E-Commerce

• 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.

The ideal candidate will have:

• An enthusiasm for design, twentytwentyone, and our products
• Excellent communication skills and a confident, friendly manner
• Strong organisational and administrative skills, with attention to detail and accuracy
• An intrinsic understanding of customer service and the importance of providing a positive customer experience
• Strong initiative and problem-solving skills
• The ability to take ownership of enquiries and see them through to completion
• The ability to manage multiple tasks and priorities in a fast-paced environment
• A genuine interest in developing detailed product knowledge
• 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