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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 and excellent communication skills are preferred.
- 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 thrown your way.
✨Tip Number 3
Be proactive! If you notice something that could improve customer experience, don’t hesitate to bring it up during your interview. It shows you're thinking ahead and genuinely care about making things better for customers.
✨Tip Number 4
Apply through our website! We want to see your application come through directly, so make sure you hit that apply button on our site. It’s the best way to get noticed and show us you’re serious about joining the team.
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 in the position!
Show Off Your Communication Skills: Since this role is all about exceptional support, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to showcase your interpersonal skills – we love a good team player!
Be Yourself: We want to get to know the real you! Don’t be afraid to let your personality come through in your application. Share your passion for customer service and how you can bring kindness and patience to our team.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s super easy and ensures your application lands right where it needs to be. We can’t wait to see what you’ve got!
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 feature, 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 personalised your approach to meet different customer needs, as this will demonstrate your ability to build strong relationships.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses. Highlight your attention to detail and how you follow through on commitments to ensure customer satisfaction.
✨Familiarise Yourself with Tech Tools
While experience with Freshworks isn’t mandatory, being tech-savvy is essential. Brush up on your skills with Google Sheets and Docs, and be prepared to discuss how you’ve used technology to enhance customer service in previous roles. This will show that you can adapt quickly in a fast-paced environment.