London, UK
Ecommerce customer service support
at twentytwentyone
There is an opportunity for ecommerce customer service support to join its team in London.
twentytwentyone has established itself 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 friendly web 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. Everything we learn about our customers through our analysis and commercial insight, supports us in exceeding our customer’s expectations. As a key part of the team, you will be able to see the positive impact your contributions make to twentytwentyone’s continued success.
We are always seeking new ways to amaze our customers!
What you’ll need to have
You need to have a passion to inspire, a personable approach, an enthusiastic and intrinsic understanding of good customer service. Strong organisational and administrative skills, with attention to detail and accuracy. Ready to go the extra mile and be passionate about creating a twentytwentyone fit for the future with our customers and brand at heart.
Full-time Monday to Friday, 9.15am to 5.45pm, based at our River Street head office and showroom with some remote working.
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
- 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:
- 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: £22,000 to £24,000 depending on experience
Please apply with your CV and covering letter stating your salary expectations.
If you have special requirements during the interview process, please let us know as soon as possible at [email protected].
Please note that we are only able to respond to candidates shortlisted for interview.
www.twentytwentyone.com