twentytwentyone

Ecommerce Content & Customer Service Support

Based: London
Level: Mid-Weight, Junior
Salary: Undisclosed
Contract: Full Time
Applications Close: 15 August 2019
Twitter: @2021london
Job Listing Added: 08 July 2019

Ecommerce Content and Customer Service Support at twentytwentyone


Full-time Monday to Friday, based at the River Street office and showroom in EC1R.


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.


Areas of responsibility include:


Content and administration
• Upload new product ranges to online store, writing informative and SEO friendly copy.
• Source and edit imagery for product ranges.
• Create fabric, colour and finish pdfs, online spec sheets and pricelists.
• Assist with up to date accuracy of entire online catalogue, maintain and monitor stock level information and new pricelists, working with web team, retail and warehouse to monitor out-of-stocks/new stock deliveries
• Monitor Supplier Terms document for new price lists and update web products accordingly.
• Administer information to the correct channels, report important or recurring issues.
• Provide a high level of communication regarding orders and enquiries between customer, suppliers and colleagues.
• Ensure correct claims procedures are followed and relevant parties are kept informed of any losses/compensation/discounts.


Sales and customer service
• Communicate with customers in a confident and friendly manner, responding to customer emails 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.
• Manage and resolve any customer complaints in a calm and professional manner.
• Work closely with retail and warehouse to ensure stock for web orders is reserved and delivered as quickly and efficiently as possible.
• Manage click-and-collect orders making sure stock is available at the correct location in a timely manner.
• 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.


The ideal candidate will have:
• An enthusiasm for twentytwentyone and our products
• Strong organisational and administrative skills, with attention to detail and accuracy
• Excellent written English
• Strong computer skills including Photoshop
• An intrinsic understanding of customer service
• Flexibility and keenness to carry out all aspects of the role
• Strong initiative and problem-solving skills
• Familiar with Shopify or similar CMS is desirable
• Copy writing experience is desirable
• Experience of selling high-end, made-to-order furniture/lighting would be an advantage.


We offer:
• Company annual bonus scheme
• Generous staff discount
• Season travel ticket/Cycle Loan
• Training and opportunities for development

How to Apply

Remuneration according to experience. Please send CV and covering letter stating your current salary/salary expectation to: [email protected] - please note that we are only able to respond to candidates shortlisted for interview.