Customer Success Representative – Luxury Floral eCommerce

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October 23

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Catena

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HR Tech • Enterprise • Recruitment

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

2 - 10 employees

👥 HR Tech

🏢 Enterprise

🎯 Recruiter

📋 Description

• Serve as the first point of contact via phone, email, and live chat. • Build rapport with customers and provide personalized floral recommendations. • Follow up post-purchase to ensure satisfaction and gather feedback. • Process orders accurately through phone and online platforms. • Coordinate with logistics and floral design teams for timely deliveries. • Manage order updates, cancellations, and special requests efficiently. • Address and resolve customer issues promptly and professionally. • Represent the brand with empathy and composure under pressure. • Identify upsell and cross-sell opportunities during conversations. • Promote seasonal offers and premium product lines. • Maintain accurate CRM records of all customer interactions. • Track recurring inquiries and suggest process improvements.

🎯 Requirements

• 2+ years of experience in a customer-facing role, ideally in eCommerce, hospitality, or luxury services • Experience handling both inbound calls and written communications (email/chat) • Excellent English communication skills (written and verbal) • Proven ability to multitask in a fast-paced, high-volume environment • Tech-savvy with experience in CRM or order management systems • Reliable, high-speed internet connection and professional remote setup • Flexibility to work shifting schedules, weekends, and U.S. holidays • Experience in floral, gifting, or luxury retail industries (Preferred) • Familiarity with Shopify or other eCommerce platforms (Preferred) • Bilingual fluency in English and Spanish/French (Preferred) • Passion for aesthetics, events, or luxury service excellence (Preferred)

🏖️ Benefits

• Competitive Salary: Based on experience and skills • Remote Work: Fully remote—work from anywhere with reliable connectivity • Generous PTO: In accordance with company policy • Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees • Learning Stipend: For professional development and upskilling • Order Upsell Bonus: Earn up to $500 monthly for successful upsells • Global Networking: Work with a diverse and international team • Professional Growth: Direct mentorship and ongoing learning opportunities