Customer Service Advisor - Luxury Retail

Overview

Do you have a passion for fashion, fragrance, and beauty? Are you driven to ensure that every customer’s needs are met with precision and care? If so, we have an exciting opportunity to join our dynamic outsourced contact centre team and help us deliver an exceptional customer experience for our prestigious client, Puig.

At Ventrica, we are committed to providing outstanding customer experiences, driven by our core values of Trust, Passion, and Boldness. As part of our agile team, you will be instrumental in upholding these values while delivering superior service on behalf of Puig, a luxury fashion, fragrance, and beauty company with a portfolio of world-renowned brands such as Carolina Herrera, Paco Rabanne, Jean Paul Gaultier and many more.

Please note, this role is a fixed term contract until 31/12/2025.

Responsibilities

• Being the first point of contact for all customer queries, providing expert product advice that reflects the high standards of Puig’s luxury brands.
• Proactively managing escalations, handling returns/exchanges, tracking order statuses, and providing clear logistics information, ensuring the customer feels heard and valued.
• Acting as a bold brand ambassador, upholding Puig’s reputation by delivering exceptional service across telephone, social media, web chat, and email.
• Ensuring every customer interaction is customer-centric, leaving them with a positive, memorable experience.

What you’ll bring to the table

• A genuine passion for delivering excellent customer service, with an empathetic approach to every interaction.
• Exceptional communication skills, both written and verbal, with the ability to adapt your style to suit each individual customer.
• Previous experience in a customer-facing environment, ideally within the beauty, cosmetics, or fashion industries.
• Confidence in managing objections and a boldness in resolving issues in a way that enhances the customer’s loyalty to the brand.
• Proficiency in IT systems, including CRM software and Microsoft Office, enabling you to efficiently manage customer interactions and data.
• Flexibility, professionalism, and a drive to continuously learn and improve in your role.
• Strong social service etiquette, ensuring a seamless, personable experience with every customer.

Hours, Location & Language Requirement

• 40 hours per week
• 12:00-21:00 Monday to Friday
• Fully remote, but you must be based in the UK whilst working

Homeworking Eligibility

Please refer to the following to ensure your laptop/PC has the current supported systems:

• Windows 11 – Windows 11 Home and Pro
• macOS – macOS Sonoma or later
• Hardware requirements: Windows 11 compatible machine with 8GB RAM minimum, 15GB+ free storage; macOS 14 (Sonoma) or later with 8GB RAM minimum, 15GB+ free storage
• Apple/Android smartphone with iOS 17.0+ or Android 13.0+ for multi-factor authentication
• Minimum connection speeds: Ping ≤ 20ms, download ≥ 20 Mbps, upload ≥ 5 Mbps

About Ventrica

Ventrica is a forward-thinking, fast-growth customer management business that partners with blue-chip brands to provide exceptional outsourced customer service. We pride ourselves on our trust and innovation, with a reputation for delivering intelligent, customer-centric solutions. In 2022, we were awarded Gold for Most Effective Application of Technology and Silver for Outsourced Contact Centre of the Year at the European Contact Centre & Customer Service Awards. We also earned Gold for Manager of the Year and Silver for Head/Director of the Year at the UK National Contact Centre Awards. We continue to grow and are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.