Job Description

Could you see yourself representing high-end luxury beauty and fashion brands? If so, we have an incredible opportunity for you!

We are looking for bilingual (English and Brazilian Portuguese) Customer Service Advisors. Do you champion fashion and fragrances? Are you passionate about making sure that the needs of customers are met? If so, please read on\xe2\x80\xa6

Introduction to our client: Carolina Herrera
As a Customer Service Advisor for our client Carolina Herrera, you will be a part of a high performing team that is passionate about delivering exceptional customer service. Building rapport with customers to drive customer satisfaction as well as resolving any issues that they may have, having dedication and care to customer needs will ensure top tier results and positive quality scores. Carolina Herrera is an iconic brand that is very prevalent within Europe and worldwide, mainly known for their sleek and chic ideologies on fashion, provocative fragrances with the iconic stiletto shape and of course dressing Linda Evangelista in the magenta suit in Vogue (Vogue September 1990). Carolina Herrera is known for their range of high-end perfumes/aftershaves, but also their clean cut and tailored ready to wear clothing. With a fanbase as huge as theirs, customer needs are at the forefront of our minds, looking to give a positive outcome with every contact. So, the question is, do you want to take a walk in your own stilettos to work for a blue chip brand that is the perfect mixture of good and bad?

What will I do in the role?

• First point of contact for all customer queries and providing product advice
• Proactively work to mitigate any escalations, dealing with returns/exchanges, order status queries and provide information on time-line logistics
• Brand ambassador for your client carrying out exceptional customer service
• Provide outstanding customer service across telephone, social media, web chat and email
• Using an omni-channel based environment (potentially inclusive of telephone, email, live chat and social media) to assist customers
• Ensuring that the customer is at the heart of every conversation

What do I need?

• Having a genuine passion for customers, the Carolina Herrera collections and our brand identity.
• You must be fully fluent in both English and Brazilian Portuguese, written and verbal
• A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
• Being ambitious as well as not being afraid to go above and beyond
• Being able to effortlessly deliver great customer service through understanding of what this constitutes
• As our employee you will be reliable, punctual and flexible appreciating that getting the job done well and to the high standards expected will mean being prepared and \xe2\x80\x98going the extra mile\xe2\x80\x99
• Strong written and verbal communication skills
• Experience of working in a customer-facing environment is advantageous
• Confident IT skills
• Professionalism, drive and a willingness to learn
• An interest in the Carolina Herrera brand/fashion/retail/beauty/fragrance industries in general would be highly advantageous
• Being a self-motivated individual that has the ability to objection handle
• Experience working in luxury retail would be highly advantageous
• Experience within any of the following would be highly advantageous: beauty, cosmetics, fashion
• To have an understanding of the customer profile and demographic
• C2 Level of English required

Education/Studies

• Graduated from the Fashion Retail Academy
• Communication Fields, such as Marketing/PR/Advertising
• Make-up Artistry
• Qualifications in Dermatology or Skincare

(The above is not essential; but beneficial)

What will I be paid/Benefits?

• \xc2\xa313.00 per hour
• Please note that this rate includes the April RLW increase. The first/next increase will be April 2024
• Standard holiday entitlement for full time staff is 28 days (including bank holidays). You will also receive an extra days holiday on the anniversary of your start date for the first 2 years, increasing your entitlement to 30 days (including bank holidays). Holiday entitlement will be calculated on a pro-rate basis for part-time staff.
• UK-wide discounts for our various retail clients
• Pension scheme
• Health care plan
• Employee Assistance Programme
• Reimbursement on eye tests
• Social events organised by Ventrica both in and out of office
• Charity fundraising events, if you raise money for a charity, we will match the amount raised
• New parents receive a Maternity/Paternity pack
• Mental Health First Aiders
• Most importantly, working alongside an award-winning company with a fantastic and supportive team that will guide you and will also ensure that your progression goals are met where possible

What\xe2\x80\x99s amazing about the Ventrica team?
Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.

Working Hours and Location

• Fixed Term Contract - Starting on 16th October 2023 running until 31st January 2024
• Remote role - Applicants MUST have their own kit in order to work from home
• 40 hours; spread across 5 days per week (which change seasonally as below)
• Between February and October: Shifts between the hours of 09:00 to 23:00; Monday to Friday
• Between November and January: Shifts between the hours of 09:00-01:00; Monday to Saturday
• Flexibility may be required during peak busy periods to meet the needs of the business

Homeworking Criteria

We support the below:

• Windows 10 (21H2 or 22H2)
• Windows 11 (21H2 or 22H2)
• macOS Big Sur or macOS Monterey
• Available USB port for a USB headset (headset will be supplied)

We do not support any of the following:

• Chromebooks or any device running ChromeOS/ChromeOS Flex
• Linux
• Android
• iOS
• Windows 10 in S Mode

Minimum Speed Requirements:

• Ping ms Maximum 20ms
• DOWNLOAD Mbps Minimum 20 MBps
• UPLOAD Mbps Minimum 5Mbps

Ventrica