Job Description

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At Hearst UK, there\'s always more to the story. Join us as our Ecommerce Assistant to start the next chapter in your career.

We\'re the UK\'s leading premium publisher, and the people behind iconic media brands such as Cosmopolitan, Esquire, Elle, Harper\'s Bazaar and Country Living. We\'ve created a working environment that encourages everyone to pull together. We never stop looking for brave new ideas. We\'ll always try to develop and improve, we trust each other to do our best, and we have fun as we build on our heritage to make history.

As the E-Commerce Assistant, you will play an important role in supporting the e-commerce team to scale Hearst\'s online shopping platforms and ensuring an exceptional experience for customers and sellers. You will be responsible for supporting small businesses and retailers to successfully join Hearst\'s e-commerce platforms (\xe2\x80\x9cseller support\xe2\x80\x9d), monitoring and improving customer satisfaction, setting up brilliant new products for customers to purchase, and carrying out other administrative tasks.

This role requires a customer-first approach, great interpersonal skills, a proactive approach to resolving queries and problems, and excellent attention to detail. It would suit an individual with some customer service or administrative experience who is keen to enter the e-commerce space and build their skillset in a supportive, fast-growing team working with exciting brands like Country Living and House Beautiful.

Key Responsibilities:

Seller support

• Develop an acute understanding of the onboarding process to guide small businesses and retailers to upload their company information and products to successfully start trading
• Oversee and respond to seller queries via email or phone calls including technical challenges and onboarding questions, actioning or escalating where appropriate
• Proactively resolve technical problems and think of ways to avoid them, such as updating the step-by-step seller guide
• Establish and maintain service level agreements to effectively manage seller response times, resolution rates and overall satisfaction
• Monitor seller satisfaction and think of ways to improve it

Customer support

• Monitor and respond to customer service escalation from sellers or our third-party customer service team
• Process and report on returns
• Monitor customer satisfaction and think of ways to improve it

Merchandising support

• Approve new sellers and products, using a checklist to ensure only products meeting the brand expectations are uploaded
• Under the guidance of the Junior Marketplace Managers, edit basic product information including names, tags and descriptions
• Maintenance of product details such as pricing and stock levels
• Identify opportunities to improve the efficiency of merchandising activity, using emerging technologies and innovations such as AI

Admin

• Carry out administrative tasks such as processing invoices
• Support the e-commerce team with ad-hoc tasks such as carrying out research and analysing the performance of e-commerce platforms and affiliate articles
• To be an ambassador of Hearst UK and its values.
• You may be required to undertake such further duties as your skills, qualifications and experience allow and/or as may be assigned to you from time to time.

Experience Required

• Experience in a customer relationship role, preferably within an e-commerce environment.
• An interest in retail and e-commerce, with a desire to learn about merchandising and technical e-commerce platforms such as Shopify.
• IT proficiency with a good knowledge of Microsoft Word, Excel and PowerPoint. Advanced knowledge is not required but a basic understanding of Excel formulas and PowerPoint tools is important.
• Excellent communication and interpersonal skills, with the ability to interact with customers and stakeholders at all levels.
• Solid understanding of customer service principles and best practices.
• Proficiency in customer service software, CRM systems, and ticketing platforms.
• Exceptional proactivity and problem-solving abilities, with a focus on finding effective and timely resolutions to customer issues.
• Flexibility to adapt to a dynamic and fast-paced environment with changing priorities.
• Strong organisational skills with the ability to manage multiple tasks and meet deadlines.
• Customer-centric mindset with a passion for delivering outstanding customer experiences.
• Excellent attention to detail and a commitment to accuracy.

WHAT WE OFFER

At Hearst UK, you can choose from a huge range of perks and benefits that can help you learn well, work well and live well including:

• 25 days\' holiday (with the option to buy up to 5 additional holiday days)
• Hybrid working - Three days per week in the office
• Discounted gym membership
• Healthcare cash plan
• Spend a charity day with your favourite good cause
• Life assurance and pension scheme
• Regular socials and more!

There\'s more to your story than you imagine. And the next chapter begins right here.

Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in - one that respects, protects, represents and uplifts the voices and opinions of all people. As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organization the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why we\'re working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.

Hearst