Customer Success Advocate advertised by

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Secret Sales

Contact Information:
Secret Sales
The Limes
Bayshill Road
GL50 3AW

Tel: 01242 357089

Website: Click Here

Click here to see all adverts from Secret Sales

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Customer Success Advocate


Reports to:          Customer Success Manager
Direct Reports:    N/A

Secret Sales

Secret Sales launched in 2007 as the UK’s first designer sales website. We are now pioneering digital online designer outlets alongside flash sales, making us the best choice for savvy customers and luxury brands seeking the next generation outlet experience.
We’ve recently rebranded our company and our customers are central to everything we do; therefore, we’re looking for the right people to help us provide our customers with a ‘concierge’ like service like no other!

Primary Objectives:

As a key member of our Customer Success department, you will be working in a small but friendly and growing team. The customer experience is at the heart of everything we do and facilitating this success is your contribution to the company’s achievements and growth. To help customers effectively, you should be prepared to offer your assistance with whatever problem they may have encountered. Likewise, you will answer incoming enquiries via e-mail, telephone and live chat whilst demonstrating your exceptional ability to establish a strong relationship with all of our customers; using the power of the customer experience to enhance sales and customer loyalty.

As a true team player, you should show strong attention to detail and deadlines and maintain friendliness and patience with ease while working in a fast-paced environment. You will be prioritising customer orders – a task that requires excellent listening skills and the ability to think outside the box.

In this role you will work 37.5 hours a week covering a variety of shifts including regular weekends and evening work at varying times between the hours of Monday – Friday 8:00 – 20:00 and Saturday & Sunday 9:00 – 17:00. These hours may extend during our peak trading periods.

Main Responsibilities:

  • Delivering the ultimate customer experience by email, social media, live chat and telephone
  • Treating customers as individuals while tailoring your service to their preferred style
  • Providing feedback of trends and frequent questions to improve future services
  • Processing Click & Collect transactions and facilitating returns
  • Prioritise and accurately process customer orders and requests submitted by telephone, e-mail and live chat
  • Liaise with company suppliers to arrange collections and deliveries
  • Maintaining customer expectations by following up on phone calls and promises as appropriate
  • Retain thorough and accurate customer service records
  • Liaise with the buying team to flag up poor suppliers and agree actions to reduce issues
  • Identify the root cause of issues causing poor experiences and share them with your managers;
  • Proactively review internal and external feedback (Trustpilot, Social Media, etc.) to identify customers who’ve had poor experiences and contact them to resolve these issues

Skills and experience:

  • Experience in a Customer Service/Call Centre environment is desirable
  • Excellent communicator with great interpersonal and relationship building skills
  • Passionate about self-development with the ability to ensure all processes, policies, regulations and legal requirements are fully understood and can be articulated clearly
  • A great attention to detail with the confidence to challenge appropriately to improve systems and processes in order to bring customer and business benefits
  • Thinking outside the box to generate ideas using your knowledge and understanding to improve service to our customer and therefore business performance
  • Computer literate (including Microsoft Office) to ensure you have confidence and knowledge in the company’s business systems to successfully enhance the customer experience
  • Excellent time management skills with the ability to always deliver on promises made and keep the customer fully prioritised and informed
  • Results driven with the right amount of flexibility to thrive in a fast-paced and changing working environment
  • Kind, with a passion for working positively with colleagues to solve problems effectively and with the customer and growth of the business at the heart of your decision

Email CV and covering letter by clicking on Apply Now.

Salary: £18,500

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