Customer Service Advisor- Luxury Cosmetics Brand

Do you champion Luxury Cosmetics? Are you passionate about making sure that customers' needs are met with the utmost care and expertise? Then look no further! We have an exciting opportunity within our dynamic outsourced contact centre, where you’ll play a crucial role in maintaining the highest standards of customer service and experience.

The client you will represent is renowned for its luxurious, high-quality makeup and skincare products that embody sophistication, elegance, and inclusivity. Their dedication to offering beauty products suitable for every skin tone and type, paired with their commitment to exceptional customer service, ensures every interaction reflects their glamorous brand.

Please note, this role is a fixed term contract ending on 31st December 2026.

• Building Trust by being the first point of contact for all customer queries and providing expert product advice that inspires confidence.
• Proactively managing escalations, handling returns/exchanges, and providing accurate information on order statuses and logistics, ensuring customers always feel heard and valued.
• Acting as a bold brand ambassador, upholding the luxury and high standards of the brand while delivering exceptional customer service across multiple platforms: telephone, social media, web chat, and email.
• Passionately ensuring that every customer interaction places them at the heart of the conversation, leaving them with a memorable and positive experience.

• A passionate desire to deliver outstanding customer service, with a genuine passion for creating meaningful, empathetic connections with customers.
• Boldness in your approach to handling diverse customer queries, with the confidence to step up when challenges arise and provide solutions that elevate the customer experience.
• Outstanding social service etiquette, with the ability to adapt your style for each unique customer while maintaining professionalism and trust.
• Strong written and verbal communication skills, enabling you to convey clarity, confidence, and a sense of trust to our valued customers.
• Experience in a customer-facing environment, especially within the beauty, cosmetics, or retail industries, where you can showcase your passion for the industry.
• Boldness in managing objections and a proactive attitude toward resolving customer concerns in a way that strengthens their loyalty to the brand.
• Flexibility, professionalism, and a commitment to continuous learning and improvement.

• Full time - 40 hours per week
• Shifts on a 3 week rotation:
• Week 1:
  Monday 12:00-21:00, Wednesday 12:00-21:00, Thursday 12:00-21:00, Friday 12:00-21:00, Saturday 10:00-19:00
• Week 2:
  Monday 09:00-18:00, Tuesday 09:00-18:00, Wednesday 09:00-18:00, Thursday 09:00-18:00, Friday 10:00-19:00
• Week 3:
  Tuesday 09:00-18:00, Wednesday 10:00-19:00, Friday 09:00-18:00, Saturday 10:00-19:00, Sunday 10:00-19:00
• Training for the first 2 weeks will be Monday to Friday 09:00-18:00
• This role is remote, but you must be based in the UK whilst working

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

MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:

Windows 11 25H2 or later

8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor

16GB RAM Minimum

15GB+ Free Storage Space

MUST be equipped with the following:

macOS 14 (Sonoma) or later

16GB RAM Minimum

15GB+ Free Storage Space

Please note:

We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

You MUST have an Apple or Android smartphone equipped with either iOS 18.0 (or later) or Android version 14.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5

Mbps

Please be advised we do not support any connection based on mobile networks

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.