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:
● Experience in a Customer Service/Call Centre environment is desirable
● Excellent communicator with great interpersonal and relationship-building skills
● Strong communication and problem-solving skills
● Ability to work in a fast-paced environment
● Attention to detail and deadline-oriented
● Team player with patience and kindness for your fellow team members
● Ability to navigate things like Google Sheets/Docs, and decent tech skills a
● Experience with Freshworks or similar systems an added bonus, but not required
Key Responsibilities:
● Provide exceptional customer support via email, social media, and live chat
● Personalise service to each customer's communication style and preferences
● Coordinate with partners for pickup and delivery arrangements
● Ensure customer satisfaction by following through on communications and commitments
● Identify and report root causes of customer dissatisfaction to management
● Actively monitor internal feedback and external reviews (e.g., Trustpilot, social media) to detect and resolve negative customer experiences proactively
Benefits
● Salary: £23,809.50 (full time equivelant)
● 15% Staff Discount
● Remote working
● Flexible working hours