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- Tasks: Provide exceptional customer support via email, social media, and live chat.
- Company: Join Secret Sales, a premium e-commerce marketplace for fashion and beauty.
- Benefits: Enjoy a competitive salary, 15% staff discount, and flexible remote working hours.
- Why this job: Make a real impact by enhancing customer satisfaction and building strong relationships.
- Qualifications: Experience in customer service is a plus; excellent communication skills are essential.
- Other info: Fully remote role with full-time and part-time options available for the holiday season.
The predicted salary is between 23809 - 33433 ÂŁ per year.
Role Description: Customer Success Advocate
Business Unit: Customer Success
Reports to: Skylar, Customer Success Team Leader
Company Description
SECRET SALES is a premium e-commerce marketplace for fashion, footwear, accessories, and beauty. The platform allows brands and retailers to sell non-full price stock directly to consumers, driving growth, profitability, and maintaining brand equity. With over 2,800 luxury and high street brands featured on the site, Secret Sales offers a stylish environment for products away from cluttered listings.
Role Description – Customer Success Advocate FULLY REMOTE
(temporary for peak holiday season, ending in January – Full time and part time roles available)
As a Customer Success Advocate, you’ll provide exceptional support across multiple channels (email, social media, live chat). You\’ll handle diverse customer queries, prioritise customer needs, and build strong relationships to enhance sales and loyalty. As we are a marketplace, your role will have you speaking to customers and sellers on our platform alike.
This role requires you to work shifts between the hours of Monday and Friday, 8am to 8pm and Saturday and Sunday, 9am to 5pm.
Key Requirements:
â—Ź Experience in a Customer Service/Call Centre environment is desirable
â—Ź Excellent communicator with great interpersonal and relationship-building skills
â—Ź Strong communication and problem-solving skills
â—Ź Ability to work in a fast-paced environment
â—Ź Attention to detail and deadline-oriented
â—Ź Team player with patience and kindness for your fellow team members
â—Ź Ability to navigate things like Google Sheets/Docs, and decent tech skills a
â—Ź Experience with Freshworks or similar systems an added bonus, but not required
Key Responsibilities:
â—Ź Provide exceptional customer support via email, social media, and live chat
● Personalise service to each customer\’s communication style and preferences
â—Ź Coordinate with partners for pickup and delivery arrangements
â—Ź Ensure customer satisfaction by following through on communications and commitments
â—Ź Identify and report root causes of customer dissatisfaction to management
â—Ź Actively monitor internal feedback and external reviews (e.g., Trustpilot, social media) to detect and resolve negative customer experiences proactively
Benefits
â—Ź Salary: ÂŁ23,809.50 (full time equivelant)
â—Ź 15% Staff Discount
â—Ź Remote working
â—Ź Flexible working hours
Customer Success Advocate employer: SECRET SALES
Contact Detail:
SECRET SALES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advocate
✨Tip Number 1
Get to know the company inside out! Research Secret Sales, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their brand.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers across various channels, try role-playing different scenarios with friends or family. This will help you feel more confident and ready to tackle any query that comes your way.
✨Tip Number 3
Be proactive! If you see a common issue in customer feedback, think about how you could address it. Bring these ideas up during your interview to show that you're not just a problem-solver but also someone who wants to improve the customer experience.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Success Advocate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Advocate role. Highlight your experience in customer service and any relevant skills that match what we’re looking for. This shows us you’re genuinely interested and have done your homework!
Show Off Your Communication Skills: Since this role is all about connecting with customers, let your communication skills shine through in your application. Use clear, concise language and make sure to convey your personality. We want to see how you’d interact with our customers!
Highlight Problem-Solving Abilities: We love a good problem-solver! Share examples of how you've tackled customer issues in the past. This will help us understand how you think on your feet and handle challenges, which is super important for a Customer Success Advocate.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward – just a few clicks and you’re done!
How to prepare for a job interview at SECRET SALES
✨Know the Company Inside Out
Before your interview, take some time to research Secret Sales. Understand their marketplace model, the brands they work with, and their customer service ethos. This knowledge will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Success Advocate, communication is key. Prepare examples of how you've effectively handled customer queries in the past. Think about times when you’ve turned a negative experience into a positive one, as this will demonstrate your problem-solving abilities.
✨Demonstrate Your Tech Savviness
Familiarise yourself with tools like Google Sheets and Docs, as well as any customer service platforms you’ve used before. If you have experience with Freshworks or similar systems, be ready to discuss it. Showing that you can navigate tech easily will give you an edge.
✨Emphasise Teamwork and Patience
The role requires collaboration with both customers and team members. Be prepared to share examples of how you've worked well in a team and how you’ve shown patience in challenging situations. This will highlight your ability to thrive in a fast-paced environment.