Onshore Customer Service Agent (Phone, Chat, & Email)

About the Position

We are seeking a dedicated Onshore Customer Service Agent (Phone, Chat, & Email) for a premium US-based floral and gifting brand. If you are an empathetic, patient, and tech-savvy customer service professional who thrives in a fast-paced environment, we want to meet you!

In this role, you will be the warm voice and helpful guide for customers celebrating major milestones, ensuring every interaction-whether via phone, email, or chat-is handled with care and excellence.

Responsibilities

• Respond to customer inquiries across phone, email, live chat, WhatsApp, and social media in a timely, professional, and empathetic manner.
• Take orders over the phone, execute necessary order modifications, coordinate directly with shipping/fulfillment, and resolve payment-related issues.
• Actively listen to customer needs, identify core issues, and resolve inquiries with careful deliberation-respecting the emotional nature of gifting.
• Follow established communication scripts, procedures, and campaign SOPs while accurately documenting interactions in internal systems.
• Escalate complex issues or high-priority complaints to leadership according to established escalation protocols.

Requirements

• 2–4 years of proven customer service experience in a fast-paced, multi-channel environment (Phone, Email, Live Chat, Social Media, WhatsApp).
• Onshore-based with availability to work Monday – Friday, 11:00 AM – 8:00 PM ET.
• Proficiency with Zendesk (helpdesk platform) and familiarity with phone systems (e.g., Aircall), payment troubleshooting tools (e.g., Authorize), and delivery tracking dashboards.
• Exceptional verbal and written communication skills with strong active listening capabilities.
• Strong ability to multitask, manage multiple channels simultaneously, and perform under pressure.
• Sharp troubleshooting instincts paired with a calm, positive, and patient personality.
• A natural love for flowers, gifting, and helping people celebrate special moments is a major plus!

We Offer

• Competitive salary (to be discussed during screening)
• Full-Time position (Monday – Friday, 11:00 AM – 8:00 PM ET)
• Opportunity to work with a premium US-based floral and gifting brand

About the Company

Join our team and be part of a company that values empathy, excellence, and the joy of celebrating special moments with loved ones.

How to Apply

Start your skill assessment by clicking here: 👉 Skill Assessment Form

Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.