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Customer Experience Advocate

Customer Experience Advocate

Skin CupidCity Of Peterborough, England, United Kingdom
15 days ago
Job description

Job Description

Job Type :  Full-Time (Including weekends)

About Us

Skin Cupid is a leading e-commerce platform dedicated to bringing the best of Asian skincare to our global community. Our platform is a curated haven for skincare enthusiasts, offering a diverse range of high quality products sourced directly from the most reputable and innovative Asian beauty brands. We believe in empowering our customers with knowledge and choices, making it easy and enjoyable to find products that suit their skin needs and preferences.

Joining our team means being part of a dynamic, fast-growing environment that celebrates cross-border beauty and wellness.

About the Role

Customer satisfaction is at the heart of everything we do at Skin Cupid. As a Customer Experience Advocate, you will play a key role in ensuring every customer interaction reflects our values and delivers exceptional service. From providing skincare guidance to resolving customer queries with empathy and efficiency, you’ll act as the voice of Skin Cupid across multiple touchpoints.

This is a perfect opportunity for someone passionate about skincare and excited to connect with our community, while working closely with a dynamic and friendly team.

Key Responsibilities

  • Provide personalised skincare advice and product recommendations via email, live chat, and social media
  • Respond to customer enquiries, concerns, and feedback in a timely and empathetic manner
  • Manage customer communication across platforms including Instagram, Facebook, email, and Trustpilot
  • Support the returns and order amendment process by liaising with our warehouse and operations team
  • Maintain up-to-date and accurate records of customer interactions
  • Contribute to the improvement of internal processes and customer journey through insights and feedback
  • Monitor and respond to customer reviews and comments, reflecting the brand voice
  • Collaborate with the wider team to share customer insights and identify product trends and opportunities
  • Proactively identify ways to enhance the customer experience
  • Support operations during peak periods by assisting with picking, packing, and dispatching orders

What We’re Looking For

  • A genuine passion for skincare and interest in Korean and Japanese beauty
  • Excellent written and verbal communication skills
  • Strong organisational and problem-solving abilities
  • A proactive and empathetic approach to customer care
  • Ability to thrive in a fast-paced, high-growth e-commerce environment
  • Experience using customer support platforms such as Gorgias, Zendesk, or similar (preferred)
  • Previous experience in customer service or retail (preferred, not essential)

    • Benefits

  • Mentorship and professional development within a dynamic beauty retail company.
  • Exclusive access to new Asian beauty products before they hit the market.
  • Employee discounts and take-home skincare / makeup products.
  • On-site free parking

    • Pay : Competitive

    Schedule :

  • Sunday - Thursday

    • Application questions :

  • How would you respond to a customer who has had a negative skin reaction to a product and is upset?
  • Tell us about a time you turned a frustrated customer into a happy one. What steps did you take and what was the outcome?
  • What’s your favourite skincare product or brand, and why?

    • Work Location : In person, Peterborough