Customer Advisor Luxury Cosmetics - Office

Ventrica; Southend-on-Sea; On-site; GBP 20,000 - 25,000; Full time

Job summary

A dynamic contact centre seeks a Customer Service Representative to support luxury cosmetics customers. Candidates should demonstrate outstanding customer service skills and the ability to handle diverse queries effectively. The role requires full-time availability, with shifts scheduled between 9:00 am and 10:00 pm on weekdays and 10:00 am to 7:00 pm on weekends. This position is based in Southend-On-Sea and offers a fixed term contract until December 31, 2025.

Qualifications

• Experience in a customer-facing environment, particularly in beauty or retail.
• Strong written and verbal communication skills.
• Ability to handle diverse customer queries proactively.

Responsibilities

• Act as the first point of contact for customer queries.
• Manage escalations and provide accurate order information.
• Deliver exceptional customer service across multiple platforms.

Skills

Customer service

Communication skills

Problem-solving

Empathy

Job description

Overview

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. This role is a fixed term contract until 31/12/2025.

What You’ll be doing

• 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.

What You’ll bring

• 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.

Working Hours and Location

• Full time - 40 hours per week
• Shifts are on a rota basis between the core hours 9:00am-10:00pm Monday to Friday and between the core hours 10:00am-7:00pm on weekends
• This role is based in our office in Southend-On-Sea

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.