Puig Customer Care Executive (Italy)
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Apr 19, 2026
About Puig
Puig is a Barcelona‑based, family‑owned company specialising in fashion and fragrances with a global footprint. The group combines creative brand stewardship with international commercial operations across product, marketing and distribution, offering a fast‑paced, brand‑driven environment typical of leading prestige houses.
Puig seeks a Customer Care Executive (Italy) in Barcelona to provide Italian‑language omnichannel support for its fashion and fragrance brands.
Role & Responsibilities
- Deliver high‑quality, Italian‑language customer support across omnichannel touchpoints (email, phone, chat and social), ensuring timely case resolution and brand‑appropriate tone.
- Own case management from first contact to closure: triage, investigate, escalate and follow up, maintaining accurate records in the CRM.
- Manage returns, exchanges and warranty cases in coordination with logistics and after‑sales teams to ensure seamless customer journeys.
- Create and maintain customer service knowledge base content (FAQ, response templates, process notes) for the Italian market.
- Produce and present regular operational reports and KPIs (SLA adherence, CSAT, ticket volume, resolution time) to local and regional stakeholders.
- Liaise with cross‑functional teams (commercial, product, marketing, legal) on product queries, launch support and campaign enquiries.
- Identify recurring issues and propose process or product improvements to enhance customer satisfaction and reduce case volume.
- Act as a cultural and market ambassador for the Italian customer base, feeding local insights into CRM strategies and brand communications.
Qualifications
- Native or near‑native proficiency in Italian with excellent written and verbal communication.
- Proficiency in English; Spanish is strongly desirable given the Barcelona location.
- Minimum 2–4 years' experience in customer service or customer care roles, ideally within beauty, fragrance, fashion or luxury consumer goods.
- Demonstrated experience using CRM/ticketing systems and maintaining meticulous case records.
- Strong problem‑solving skills, empathy, and the ability to manage escalations calmly and professionally.
- Comfort working in a cross‑border, multilingual environment and liaising with international teams.
Skills
Experience
At least 2–4 years working in customer support or client care, preferably serving the Italian market and with prior exposure to luxury, beauty or fashion brands. Demonstrated experience in CRM systems, ticket lifecycle management and cross‑functional collaboration is expected.
Education
Bachelor’s degree or equivalent; studies in languages, communications, business or a related field are preferred.
Workplace
The role is situated in Barcelona, Catalonia, Spain.
Culture
Puig combines a family‑owned entrepreneurial spirit with the discipline of an international luxury group, placing strong emphasis on creativity, commercial acumen and brand storytelling. The workplace is collaborative and fast‑moving, with cross‑functional exposure and opportunities to influence customer experience at a regional level.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Puig, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Executive — Italy», «Italian Customer Care Specialist», «Client Care Executive (Italian Market)», «Customer Experience Executive — Italy», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.