Brazilian Portuguese Brand Ambassador

Ventrica; Redditch; Remote; GBP 60,000 - 80,000; Full time

Job summary

A contact center specializing in luxury brands is seeking a Customer Service Representative to support Puig's prestigious products. This remote role involves managing customer inquiries with exceptional service standards. Ideal candidates will have a passion for beauty, fluent communication in English and Brazilian Portuguese, and previous customer service experience. This position is full-time with a fixed term contract until the end of 2025.

Qualifications

• Empathetic customer service delivery with excellent communication.
• Previous experience in customer-facing roles in beauty or fashion.
• Fluency in English and Brazilian Portuguese.

Responsibilities

• Act as the first point of contact for customer queries.
• Manage escalations and provide logistics information.
• Deliver service across various communication channels.

Skills

Exceptional communication skills

Customer service passion

IT proficiency

Ability to handle objections

Social service etiquette

Tools

CRM software

Microsoft Office

Job description

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 Requirment:

• 40 hours per week
• 13:00-22:00 Monday to Friday
• Fully remote, but you must be based in the UK whilst working
• You must be fully fluent in both English and Brazilian Portuguese, 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 machines, but MUST also be equipped with the following:

Windows 11 23H2/24H2

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 MBps

UPLOAD Mbps Minimum 5Mbps

Who are Ventrica?

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.