Ecommerce Customer Service Support

University of the Arts London; Greater London; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Birthday day off

Company annual bonus scheme

Season travel ticket/Cycle Loan

Training and development opportunities

Job summary

twentytwentyone is hiring for an on-site customer service and sales role at our showroom on River Street, EC1R, London. You will engage customers via email, phone and web chat, handling orders, deliveries, installations, click-and-collect and returns, while preserving an exceptional shopping experience.

The position requires a passion for interiors, strong communication skills, and a careful, detail-oriented approach within a fast-paced ecommerce and retail environment.

Qualifications

• Experience in customer service or retail is preferred.
• Excellent communication skills and a confident, friendly manner are essential.
• Strong organisational skills with attention to detail and accuracy.

Responsibilities

• Communicate with customers across email, telephone and web chat, providing friendly, informed and professional support.
• Process web orders and manage customer enquiries through to completion, including deliveries, installations, click-and-collect and returns.
• Liaise with colleagues, suppliers and delivery partners to resolve queries and ensure clear communication throughout the customer journey.

Skills

Customer service

Communication

Organisational skills

Attention to detail

Problem solving

Multi-tasking

Product knowledge

Tools

E-commerce system

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.