Hours: 37.5 hours per week, working 5 days from 9:15 am to 5:45 pm, Monday to 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, 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 need high-level administrative and organizational skills with a keen attention to detail.
Skills and Experience Required
Key responsibilities include:
- Confident and friendly communication with customers via email, phone, and web chat, providing timely and informed responses.
- Accurate and efficient processing of web orders, keeping customers informed throughout the process.
- Managing and resolving customer complaints professionally and calmly.
- Liaising proactively with colleagues, suppliers, and delivery partners to resolve delivery, tracking, and return issues, maintaining high communication standards.
- Collaborating to resolve customer issues and improve processes.
- Managing click-and-collect orders, ensuring stock availability and follow-up.
- Organizing deliveries and installations, providing excellent customer service.
- Following proper claims procedures.
- Supporting the returns process and working to reduce refunds.
- Building rapport to encourage repeat business and supporting customer retention strategies.
- Logging and evaluating customer feedback for continuous improvement.
- Managing online wedding registry and gift lists from selection to delivery.
- Representing twentytwentyone positively in all interactions.
- Providing showroom reception support and cover during lunch breaks and holidays.
- Monitoring stock levels, coordinating with retail and warehouse teams for efficient delivery, and managing stock updates.
- Improving communication regarding stock, quick-ship, and made-to-order goods.
- Supporting website content updates, including price lists, SKUs, lead times, and product descriptions.
- Assisting with stock-taking activities as needed.
The ideal candidate will have:
- A passion for twentytwentyone, design, and our products.
- An understanding of excellent customer service.
- Strong organizational and administrative skills with high attention to detail.
- Problem-solving skills and initiative.
- Flexibility and willingness to undertake all aspects of the role.
- Familiarity with Shopify or similar CMS is desirable.
- Experience in selling high-end, made-to-order furniture or lighting is advantageous.
We offer:
- A birthday day off
- Company bonus scheme
- Season travel ticket or cycle loan
- Training and development opportunities