Luxury Brand Ambassador - Fixed Term Contract

Ventrica; Southend-on-Sea; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Ventrica is seeking passionate individuals to join their customer service team for a prestigious client in the luxury fashion and beauty sector. The role involves providing exceptional service, managing customer queries, and upholding the brand's reputation. Candidates should have a strong background in customer service, excellent communication skills, and a genuine passion for the industry. This is a full-time position with flexibility for remote work or office-based in Southend-on-Sea.

Qualifications

• Passion for delivering excellent customer service.
• Exceptional communication skills, both written and verbal.
• Confidence in managing objections and resolving issues.

Responsibilities

• First point of contact for customer queries.
• Manage escalations, returns/exchanges, and logistics information.
• Act as a brand ambassador for Puig.

Skills

Customer Service

Communication

Empathy

Problem Solving

Education

Experience in a customer-facing environment

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.

Start date for this role is Monday 2nd June 2025.

This is a Fixed Term Contract until 29th August 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.

Working Hours:

• Full time - 12pm - 9pm Monday to Friday

Location:

• Remote (WFH) or in our Southend-on-Sea office

Homeworking Eligibility:

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

• Windows 10 - Windows 10 Home and Pro - Microsoft Lifecycle | Microsoft Learn
• Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
• macOS - Apple macOS | endoflife.date

Windows

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

• Windows 10 22H2 or Windows 11 21H2/22H2
• 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 12 (Monterey) 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 15.0 (or later) or Android 9.0 (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?

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. In 2022, we were awarded Gold for Most Effective Application of Technology and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We also earned Gold for Manager of the Year and Silver for Head/Director of the Year at the UK National Contact Centre Awards.

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.