Ecommerce Customer Service Support

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks a passionate Ecommerce Customer Service Support professional to join their vibrant team in London. This role involves engaging with customers through various channels, ensuring their needs are met while maintaining a high standard of service. Ideal candidates will possess strong organizational skills and a keen eye for detail, contributing positively to the company's success. With a commitment to design and customer satisfaction, this position promises to be rewarding and dynamic. Join a company that values creativity and offers opportunities for growth and development.

Benefits

Birthday day off

Annual bonus scheme

Season travel ticket/Cycle Loan

Training and development opportunities

Qualifications

• Strong customer service understanding and enthusiasm for design.
• Excellent organizational skills with attention to detail.

Responsibilities

• Communicate confidently with customers via email, phone, and web chat.
• Manage customer complaints and coordinate with delivery partners.

Skills

Customer Service

Communication

Organizational Skills

Problem-Solving

Tools

Shopify

Job description

Social network you want to login/join with:

Ecommerce Customer Service Support, London (Islington)

Client:

Location:

London (Islington), United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Views:

14

Posted:

28.04.2025

Expiry Date:

12.06.2025

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 welcome applicants to join our growing and friendly team, recognized for our uniqueness and diverse talents. Our culture makes twentytwentyone a warm and rewarding place to work.

What you'll need to have

You should have an intrinsic understanding of good customer service and the ability to communicate your passion for interiors, product design, and the creative industries to exceed customer expectations. As part of the ecommerce team, your contributions will positively impact twentytwentyone’s success. You will possess high-level administrative and organizational skills with a keen attention to detail.

37.5 hours, working 5 days per week, 9:15 am to 5:45 pm, Monday to Friday.

Based at our showroom on River Street EC1R.

Key responsibilities:

• Communicate confidently and friendly with customers via email, phone, and web chat, providing timely and informed responses.
• Ensure web orders are processed accurately and keep customers informed at each stage.
• Manage and resolve customer complaints professionally.
• Coordinate with colleagues, external suppliers, and delivery partners to resolve delivery, tracking, and return issues, maintaining high communication standards.
• Collaborate to resolve customer issues and improve processes.
• Manage click-and-collect orders, ensuring stock availability and follow-up.
• Organize deliveries and installations, providing excellent customer service and follow-up.
• Follow proper claims procedures.
• Support the returns process, monitor customer returns, and work on reducing refunds.
• Build rapport with customers to promote repeat business and develop retention strategies.
• Log and evaluate customer feedback for continuous improvement.
• Assist with online wedding registry and gift list management, from selection to delivery.
• Represent twentytwentyone positively in all interactions.
• Provide showroom reception support and cover during lunch or holidays as needed.
• Monitor and maintain stock levels for web products, working with retail and warehouse teams.
• Improve communication regarding stock, quick-ship, and made-to-order goods.
• Support website content updates, including prices, SKUs, lead times, and product descriptions.
• Assist with stock-taking activities as required.

The ideal candidate will have:

• Enthusiasm for twentytwentyone, design, and our products.
• Strong customer service understanding.
• Excellent organizational and administrative skills with attention to detail.
• Problem-solving abilities and initiative.
• Flexibility to perform all role aspects.
• Familiarity with Shopify or similar CMS (desirable).
• Experience with high-end, made-to-order furniture/lighting sales (advantageous).

We offer:

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

Please send your CV and cover letter outlining your suitability to: [emailprotected]

Note: We will only respond to shortlisted candidates for interview.