E-commerce Customer Service Support

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 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.

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.

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

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