twentytwentyone
E-commerce Customer Service Support
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About twentytwentyone
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.
About the Role
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.
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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.
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Requirements
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
Application Process
Please send a CV and covering letter outlining your suitability for the role to jobs@twentytwentyone.com
Please note that we are only able to respond to candidates shortlisted for interview.
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