Customer Success Representative

March 21

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Catena

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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

🎯 Recruitment

📋 Description

• Work Arrangement: Fully remote, overlapping PST working hours • Job Type: Full-time • Salary Range: Competitive, based on experience • Work Schedule: 40 hours per week, Monday – Friday, 9 AM – 6 PM PST (with flexibility for peak seasons and special event coverage) • Customer Relationship Management: Serve as the primary point of contact for customer inquiries via phone, email, and chat. • Build rapport with clients, providing personalized recommendations for floral arrangements. • Proactively follow up with customers to ensure satisfaction and gather feedback. • Order Management & Coordination: Process online and phone orders efficiently, ensuring accuracy in floral selections, delivery details, and pricing. • Coordinate with the floral design and logistics teams to ensure timely and flawless order execution. • Handle modifications, cancellations, and special requests with professionalism and a solutions-oriented approach. • Problem Resolution & Customer Advocacy: Address customer concerns and resolve issues quickly. • Act as a brand ambassador, delivering white-glove service and exceeding customer expectations. • Escalate complex issues to senior management while maintaining proactive communication with the client. • Retention & Growth Initiatives: Identify upsell and cross-sell opportunities for additional floral products and services. • Engage with VIP and repeat clients to enhance loyalty and encourage long-term relationships. • Monitor customer trends and feedback to recommend improvements in services and offerings. • Administrative & Reporting Tasks: Maintain accurate records of customer interactions and transactions within the CRM. • Provide insights and data on customer trends, common issues, and service improvements. • Assist with special projects, marketing initiatives, and seasonal campaigns as needed. • Immediate Tasks for Week 1: The first week will focus on onboarding, training, and familiarization with the company services, policies, and technology stack.

🎯 Requirements

• 2+ years in a customer-facing role, preferably in eCommerce, hospitality, or luxury services. • Strong communication skills (both written and verbal). • Experience handling high-touch customer interactions with professionalism. • Ability to multitask in a fast-paced environment while maintaining attention to detail. • Tech-savvy with experience in CRM tools and order management systems. • Experience in the floral or gifting industry. • A passion for luxury, aesthetics, or event planning. • Previous experience with Shopify or similar eCommerce platforms. • Bilingual skills (English & Spanish/French) for broader client engagement.

🏖️ Benefits

• Competitive Salary • Remote Work: Fully remote—work from anywhere • Generous PTO: Ample paid time off to rest and recharge • Direct Mentorship: Grow through guidance from international industry experts • Learning & Development: Ongoing access to resources for professional growth • Global Networking: Work and connect with professionals around the world • Work-Life Balance: Flexible hours that support a healthy work-life balance