Bvlgari B2C Customer Service Representative

About Bvlgari

Founded in Rome in 1884, Bvlgari is one of the world’s most distinctive luxury houses, celebrated for its bold Italian creativity, exceptional craftsmanship, and mastery of jewellery, watches, accessories, fragrances, and hospitality. As an employer, Bvlgari offers a refined, international environment where heritage and innovation meet, inviting talent to contribute to a culture of excellence, entrepreneurial spirit, and client-centric elegance. The Maison values diverse expertise, from artisanal savoir-faire to retail leadership and corporate functions, and encourages professional growth within the wider LVMH ecosystem. Working at Bvlgari means joining a Roman-born brand with a global vision and an enduring passion for beauty.

Role & Responsibilities

• Generate and convert sales leads into successful transactions
• Identify and execute upselling and cross-selling opportunities consistent with luxury brand standards
• Deliver exceptional, personalized client service across all communication channels (voice, chat, email, social media) whilst maintaining a luxury service ethos
• Maintain and develop relationships with existing customers and cultivate new business opportunities
• Achieve and exceed monthly and quarterly sales targets and departmental KPIs
• Document all customer interactions in CRM software to ensure comprehensive account tracking and continuity
• Respond to and resolve customer inquiries with empathy and attention to detail, identifying root causes and delivering solutions
• Provide daily escalations and feedback to the Head of Department regarding emerging issues and service concerns
• Conduct account management and maintain accurate administrative records
• Prepare daily and weekly progress reports aligned with call schedules and quarterly performance targets
• Challenge and identify potential negative impacts on customer experience ahead of launches, promotions, and improvement initiatives
• Work scheduled Saturday shifts on a rotational basis as required by operational needs

Qualifications

• Minimum three years of proven sales and client relationship management experience within luxury or exclusive brands (retail or e-commerce preferred)
• Demonstrated ability to identify and capitalize on sales opportunities, including upselling and cross-selling in a luxury context
• Customer service background in luxury hospitality, call centre operations, contact centre management, or IT support environments
• Proficiency with Salesforce, SAP, and Microsoft Suite
• Fluency in English and German
• Exceptional written and verbal communication capabilities
• Strong organizational skills with the ability to work towards agreed department targets, SLAs, and KPIs
• Collaborative, team-oriented approach with demonstrated ability to thrive in fast-paced, evolving environments

Skills

Experience

Minimum three years of sales and client relationship management experience in luxury or exclusive brands, with demonstrated expertise in customer service within luxury hospitality, call centre, or support environments.

Workplace

Culture

Bvlgari fosters a dynamic, multicultural workplace where Italian heritage, Roman creativity, and exceptional craftsmanship shape every aspect of the employee experience. The Maison encourages entrepreneurship, collaboration, and a passion for excellence, offering teams the opportunity to contribute to a bold luxury vision across jewelry, watches, fragrances, accessories, and hospitality.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.