Ecommerce Customer Service

1 week ago

Rochester, United Kingdom H&T Pawnbrokers Full time

**Ecommerce Customer Service & Sales Advisor**

**Rochester**

H&T began serving communities in London in 1897. Since then we have expanded to become one of the oldest and leading pawnbrokers in the UK. In recent years, H&T has accelerated its development by adding new products and services, expanding the store networkand developing a complete online service. Our continued investment in the business and the communities we serve has resulted in us being the largest pawnbroker in the UK and Scotland.

**Due to our outstanding continuing success, we are seeking a full time Ecommerce Customer Service & Sales Advisor for our specialist site in Rochester, Kent.**

**Job Purpose**:
As a key member of the retail team, reporting to the senior ecom customer service & sales advisor. The customer service & sales advisor for Ecommerce will answer customer queries, help and give advice to customers, both internal and external across multipleplatform. This team will also carry out all sales calls advising customers through product knowledge. Whilst supporting the delivery of the overall retail business plan.

**Role Objectives**:

- Looking after the day-to-day management of the ecommerce platforms to ensure effective movement of stock, and timely conversations with customers.

**Role Responsibilities**:

- To ensure a good understanding of the T&Cs the platforms are committing to the customers and they are adhered to.
- Working closely with the trading teams to understand the flow of new stock, to ensure we can pro-actively advise customers.
- Ensuring that the team are meeting our T&C’s in response times to the customer.
- Ensure the correct use of insurance is used whilst moving items, and that it is reported actually.
- Complete the VIS process, ensuring stock movement in a timely fashion.
- Drive sales and increased conversion.
- Pro-actively and appropriately contacting customers to ensure all sales requests are met..
- Help to analyse and reporting of daily/weekly/monthly/annual trade.
- Work with the digital team to implement a cross sell and up sell strategy.
- Maintain commercial awareness, understanding of key competitors.
- Ensuring product is dispatched in appropriate condition and according to the T&C’s of the platform.**
**ESSENTIAL REQUIREMENTS**:

- Good standard of education
- Proven customer service experience
- Excellent organisational skills, able to prioritise effectively between reactive and proactive tasks
- Able to manage their time effectively to meet deadlines and co-ordinate a breadth of activity
- Managerial experience to motivate and engage teams
- Able to form great working relationships - with internal and external relationships
- Ability to work in a team and independently

Send your CV now - this could be your next best career move

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