Customer Service Advisor - Luxury Cosmetics Brand

Ventrica; Southend-on-Sea; Remote; GBP 24,000 - 30,000; Full time

Job summary

An outsourced contact centre is seeking a passionate customer service representative to support luxury cosmetics clients. In this remote role, you will handle inquiries, manage escalations, and deliver exceptional service, embodying the brand's high standards. The ideal candidate thrives on creating meaningful customer connections and is skilled in communication. This position is a full-time fixed-term contract until December 2025.

Qualifications

• Passionate desire to deliver outstanding customer service.
• Confidence in handling diverse customer queries.
• Outstanding social service etiquette.
• Strong written and verbal communication skills.
• Experience in a customer-facing environment within beauty or retail.
• Proactive attitude toward resolving customer concerns.
• Flexibility, professionalism, and commitment to continuous learning.

Responsibilities

• Build trust as the first point of contact for customer queries.
• Manage escalations, handle returns/exchanges, and provide information on order statuses.
• Act as a brand ambassador upholding luxury standards.
• Ensure memorable and positive customer experiences.

Job description

Overview

Do you champion Luxury Cosmetics? Are you passionate about making sure 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 represented is renowned for luxurious high‑quality makeup and skincare products that embody sophistication, elegance, and inclusivity. They offer products suitable for every skin tone and type, paired with exceptional customer service that reflects their glamorous brand.

This role is a fixed‑term contract until 31 Dec 2025.

What You’ll be doing

• Build Trust by being the first point of contact for all customer queries and providing expert product advice that inspires confidence.
• Proactively manage escalations, handle returns/exchanges, and provide accurate information on order statuses and logistics, ensuring customers always feel heard and valued.
• Act as a bold brand ambassador, upholding the luxury and high standards of the brand while delivering exceptional customer service across telephone, social media, web chat, and email.
• Ensure 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 handling diverse customer queries, with 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.
• Proactive attitude toward resolving customer concerns, strengthening 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 on a rota basis between core hours 9:00‑10:00pm Monday to Friday and 10:00‑7:00pm weekends
• This role is remote, but you must be based in the UK.

Hardware & Software

• Windows 11 compatible machine (Windows 11 Home/Pro, 24H2, 8th Generation Intel i‑Series or 3rd Gen AMD Ryzen, 8 GB RAM, 15 GB+ free storage).
• macOS 14 (Sonoma) or later with 8 GB RAM, 15 GB+ free storage.
• Apple or Android smartphone with iOS 17+ or Android 13+ (multi‑factor authentication).
• Minimum network: ping ≤ 20 ms, download ≥ 20 Mbps, upload ≥ 5 Mbps.
• No Chromebooks or Windows in S Mode.