Paid Social Media Specialist – eCommerce Accounts
Penbrothers
Customer Success Representative – Luxury Floral eCommerce
Catena
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceorder processingmultitaskingCRM managementeCommercefloral designupsellingcross-sellingfeedback gatheringprocess improvement
Soft skills
communicationempathycomposure under pressurerapport buildingproblem-solvingflexibilityreliabilitycustomer satisfactionprofessionalismteam coordination
