Italian Customer Service Advisor

Overview

Do you champion luxury beauty and fashion brands? Are you passionate about delivering exceptional customer service and ensuring that each customer’s needs are met with expertise and care? Do you believe in the power of trust, boldness, and passion to elevate customer experiences? If so, we have an incredible opportunity for you.

As a Luxury Brand Ambassador, you’ll have the chance to work with world-renowned brands, offering customer experiences that exceed expectations. If you are an ambitious individual who goes above and beyond, you could be the perfect fit for this exciting role.

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

What you will be responsible for

• Be the first point of contact for all customer queries, ensuring a seamless customer experience across various channels: phone, social media, webchat, and email.
• Act as a brand ambassador, representing a prestigious luxury beauty and fashion brand, and promoting its products with enthusiasm and care.
• Provide outstanding customer service, addressing customer inquiries and offering personalised advice with a focus on delivering tailored solutions.
• Uphold the brand’s values and maintain its reputation by handling all interactions with professionalism, empathy, and a customer-first attitude.
• Ensure the customer is at the heart of every conversation, leaving each interaction positive, memorable, and impactful.
• Managing customer challenges and objections, maintaining a solution-focused approach, and ensuring every customer receives the best possible experience.
• Demonstrating genuine enthusiasm for the brand and its products.
• Log all customer interactions accurately and promptly, ensuring that all information is recorded clearly for future reference.

What you’ll bring to the table

• A genuine passion for delivering excellent customer service, with an empathetic and customer-first approach.
• Strong communication skills, both written and verbal, with the ability to engage with customers confidently and professionally across all platforms.
• Experience in a customer-facing role, particularly within luxury retail, beauty, cosmetics, or fashion industries.
• A versatile approach to customer service, able to adapt your style and tone to suit each individual customer and situation.
• Confidence in IT systems and customer service software, with the ability to efficiently navigate platforms.
• A strong attention to detail and excellent organisational skills, ensuring a smooth and efficient service delivery.
• Professionalism, flexibility, and a drive to learn and grow in a fast-paced environment.
• A self-motivated attitude, with the ability to manage objections and resolve issues effectively.

Hours, Location & Language Requirement

• 40 hours per week
• 09:00-18:00 Monday to Friday
• Fully remote, but you must be based in the UK whilst working
• You must be fully fluent in both English and Italian, both written and verbal

Homeworking Eligibility

Please refer to the following links to ensure your laptop/pc has the current supported systems: Windows 11 – Windows 11 Home and Pro – Microsoft Lifecycle | Microsoft Learn; macOS – Apple macOS | endoflife.date

Windows MUST be a Windows 11 compatible machine, but MUST also be equipped with the following: Windows 11 24H2; 8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor; 8GB RAM Minimum; 15GB+ Free Storage Space.

Apple/macOS MUST be equipped with the following: macOS 14 (Sonoma) or later; 8GB RAM Minimum; 15GB+ Free Storage Space. Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

Hardware & Software: Mobile Phone

You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Minimum Speed Requirements

Ping ms Maximum 20ms; DOWNLOAD Mbps Minimum 20; UPLOAD Mbps Minimum 5.

Who are 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 prestigious 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.

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.