Dezeen Jobs

There is an opportunity for an ecommerce customer service support at twentytwentyone in London.

Full-time based at our River Street head office and Showroom with some remote working.

twentytwentyone has established itself as one of London’s foremost retailers of classic and contemporary design and we are now seeking an enthusiastic, personable, and dedicated individual to join our web team.

Key responsibilities:

Sales and customer service

• communicate with customers in a confident and friendly manner, responding to customer emails, telephone queries and web chat enquiries in a timely and well-informed manner
• ensure all web orders are processed and progressed accurately and efficiently. Keep customers informed of progress from start to end
• manage and resolve any customer complaints in a calm and professional manner
• provide a high level of communication regarding orders and enquiries between customer, suppliers and colleagues.
• manage click-and-collect orders making sure stock is available at the correct location in a timely manner. Follow-up on items that have/have not been collected and liaising with customers when required
• organise deliveries and installations, managing carefully to deliver high customer service and follow up calls
• provide showroom reception support and lunch/holiday cover where required
• ensure correct claims procedures are followed and relevant parties are kept informed of any losses/compensation/discounts
• to log and evaluate any customer feedback and implement recommendations for continuous improvement
• build rapport with customers to encourage repeat custom
• support with the management of online wedding and gift lists – ensuring gift orders are processed correctly and stock levels are checked for list items
• monitor customer returns in a tracking document and work on procedures to reduce refunds
• support with goods returned procedure

Stock management:

• work closely with retail and warehouse to ensure stock for web orders is reserved and delivered as quickly and efficiently as possible
• maintain and monitor stock levels for web products, work with retail and warehouse to monitor out-of-stocks and new stock deliveries
• advise customers of any out-of-stock items – placing orders when required or suggesting alternatives when possible
• update immediately or inform the Web Team of any required amends to lead-times, price changes, or issues with product page description or specification
• help improve communication of in stock, fast ship and made to order goods
• assist with stock taking activities as required
• updating SKU’s on the website when they don’t match the SKU’s in Sage

The ideal candidate will have:

• an enthusiasm for twentytwentyone, design and our products
• a passion for and intrinsic understanding of good customer service
• strong organisational and administrative skills, with attention to detail and accuracy
• strong initiative and problem-solving skills
• excellent written English
• an impeccable phone manner
• flexibility and keenness to carry out all aspects of the role
• familiar with Shopify or similar CMS is desirable
• experience of selling high-end, made-to-order furniture/lighting would be an advantage

We offer:

• birthday day off
• company annual bonus scheme
• generous staff discount
• season travel ticket/Cycle Loan
• training and opportunities for development
• salary range: £22,000 to £24,000 (depending on experience)

www.twentytwentyone.com

• Applications have closed.