Customer Service Advisor - Luxury Retail

Do you have a passion for fragrance and luxury goods? 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.

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.

Please note, this role is a fixed term contract until 17/01/2027.

The start date is 23/10/2026.

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 this luxury brand.
• 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 the clients 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 and Location:

• 40 hours per week
• 14:00-23:00 Monday to Friday
• The first 2 weeks will be 09:00-18:00 Monday to Friday for training
• Fully remote, but you must be based in the UK whilst working

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

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

Windows 11 25H2 or later

8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor

16GB RAM Minimum

15GB+ Free Storage Space

Apple/macOS MUST be equipped with the following:

macOS 15 (Sequoia) or later

16GB 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 18.0 (or later) or Android version 14.0 (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

Please be advised we do not support any connection based on mobile networks 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.