German Customer Service Advisor

Ventrica; Southend-on-Sea; Remote; GBP 25,000 - 30,000; Full time

Job summary

A customer management business is seeking a passionate individual to deliver exceptional customer service for a prestigious client in the beauty sector. The role is fully remote but requires residency in the UK and fluency in both English and German. Responsibilities include managing customer queries, providing expert product advice, and ensuring high standards of service across various communication channels.

Qualifications

• Previous experience in a customer-facing environment, ideally in beauty, cosmetics, or fashion.
• Confidence in managing objections and resolving issues.
• Flexibility and professionalism.

Responsibilities

• Be the first point of contact for all customer queries.
• Manage escalations and handle returns/exchanges.
• Deliver exceptional service across multiple platforms.

Skills

Exceptional communication skills

Proficiency in IT systems

Customer-centric approach

Experience in customer-facing roles

Fluent in English and German

Tools

CRM software

Microsoft Office

Job description

Overview

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? This fixed term contract role (until 31/12/2025) with Ventrica is to deliver an exceptional customer experience for our prestigious client Puig. Ventrica provides outstanding customer experiences driven by Trust, Passion, and Boldness, and operates as an outsourced contact centre for Puig, a luxury fashion, fragrance, and beauty company with brands such as Carolina Herrera, Paco Rabanne, and Jean Paul Gaultier.

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.
• 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 to enhance customer 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 Requirements

• 40 hours per week
• 09:00–18:00, Monday to Friday
• Fully remote, but you must be based in the UK
• Fluent in both English and German (written and verbal)

Homeworking Eligibility

Please refer to the following guidance to ensure your laptop/PC has the current supported systems: Windows 11 (Windows 11 Home and Pro), macOS, and related lifecycle information. Windows must be Windows 11 compatible and equipped accordingly.

About 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 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 European Contact Centre & Customer Service Awards, and Gold for Manager of the Year and Silver for Head/Director of the Year at the UK National Contact Centre Awards. We are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.