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 for you 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.
What you will be responsible for
* 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
* 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 French, 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
* macOS - Apple macOS
* Windows must be Windows 11 compatible machines with Windows 11 24H2, 8th Gen (or later) Intel i-Series or 3rd Gen (or later) AMD Ryzen, 8GB RAM, 15GB+ free storage
* Apple/macOS must have macOS 14 (Sonoma) or later, 8GB RAM, 15GB+ Free Storage
* We do not allow Chromebooks or Windows devices running in 'S Mode'
Hardware & Software: Mobile Phone
You must have an Apple or Android smartphone equipped with iOS 17.0+ or Android 13.0+ for multi-factor authentication to safeguard your Ventrica account.
Minimum Speed Requirements
* Ping: Maximum 20ms
* Download: Minimum 20 Mbps
* Upload: Minimum 5 Mbps
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. We have received multiple awards, including Gold for Most Effective Application of Technology and Silver for Outsourced Contact Centre of the Year at the European Contact Centre & Customer Service Awards in 2022, as well as Gold for Manager of the Year and Silver for Head/Director of the Year at the UK National Contact Centre Awards. We are committed to exceeding customer expectations and are looking for passionate individuals to help shape the future of customer service with bold ideas and excellence.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Business Development
Industries
* Consumer Services
Referrals increase your chances of interviewing at Ventrica by 2x
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