The e-commerce customer support and sales advisor is responsible for ensuring all processes from initial enquiry through to delivery/installation are fulfilled efficiently. The role also encompasses post-delivery customer support. The position is full-time Monday to Friday, based at twentytwentyone’s head office and showroom in EC1. We are looking for individuals with a knowledge of and a passion for art, design and the creative industries. People who are able to offer an extremely high standard of customer service, are industrious and work well within a team.
We expect applicants to have excellent written and verbal communication skills, be extremely organised, be able to work to deadlines with a high level of accuracy, be able to problem-solve and have competent computer skills.
Candidates with relevant customer service or high-end retail experience preferred. Experience of working in furniture sales or administration an advantage.
Duties include:
Sales and customer service
communicate with customers in a confident and friendly manner
provide showroom reception support
respond to customer emails in a timely and well-informed manner
build rapport with customers to encourage repeat custom
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 correct location in a timely manner
organise deliveries and installations, managing carefully to deliver high customer service and make follow up calls to understand if things went well
ensure packing is up to standard to provide a good impression of twentytwentyone aesthetically and to limit issues with losses and damages in transit
manage online wedding and gift list – ensuring gift orders are processed correctly and stock levels are checked for list items
attend relevant training and staff meetings
Stock management:
maintain and monitor stock levels for web products, work with web team, retail and warehouse to monitor out-of-stocks/new stock deliveries
advise customers of any out of stock items – placing orders when required or suggesting alternatives
amend lead-times/adjust availability on web when necessary
manage customer collection process – checking whether items have been collected and liaising with customers when required
assist with stock taking activities as required
Administration:
ensure correct claims procedures are followed and relevant parties are kept informed of any losses/compensation/discounts
report any issues with pricing and sales support information/samples/materials
build customer newsletter database by asking for sign-up
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
suggest and initiate new processes to improve service, productivity or sales
Support:
website content loading/price updates
showroom sales support/cover
provide feedback from training sessions to improve web content
Application deadline: February 1, 2016
How to apply
CV and covering letter stating current salary to: jobs@twentytwentyone.com