Ecommerce Customer Service Support

University of the Arts London; Greater London; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Birthday day off

Company annual bonus scheme

Season travel ticket/Cycle Loan

Training and opportunities for develop

Job summary

twentytwentyone is seeking a customer-focused team member to join its ecommerce operation in London. You will handle inquiries via email, telephone and web chat; process web orders and manage deliveries, installations, click-and-collect and returns; liaise with colleagues, suppliers and delivery partners to ensure a smooth customer journey.

On-site role based at our showroom on River Street EC1R. The ideal candidate will have enthusiasm for design, excellent communication, strong organisational

Qualifications

• Experience in customer service and ecommerce environments is desirable.
• Strong communication skills, both written and spoken.
• Ability to manage multiple tasks in a fast-paced setting.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat.
• Process web orders and manage deliveries, installations, click-and-collect, and returns.
• Coordinate with colleagues, suppliers and delivery partners to resolve queries and communicate clearly throughout the journey.
• Handle customer issues and complaints, working to improve the customer experience.
• Build relationships, capture feedback and support retention and repeat business.
• Assist with wedding registry, showroom reception and cover during busy periods.

Skills

Customer service

Communication

Organisational skills

Attention to detail

Problem solving

Multitasking

E-commerce experience

Job description

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

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 an ecommerce team that is closely aligned with the wider retail 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.

On site role based at our showroom on River Street EC1R.

Skills and Experience Required

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

We offer:

• Birthday day off
• Company annual bonus scheme
• Season travel ticket/Cycle Loan
• Training and opportunities for development

We are an Equal Opportunities Employer and welcome applicants from diverse backgrounds, regardless of their race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity and caring responsibility. We are committed to offering a working environment where everyone is valued and feels appreciated.