[Hiring] Customer Success Representative @Pearl
Mar 21, 2025 - Pearl is hiring a remote Customer Success Representative. đź’¸ Salary: competitive, based on experience. đź“ŤLocation: Northern America, Americas.
Role Description
The Customer Success Representative will be responsible for ensuring seamless customer interactions, managing orders, and fostering strong client relationships. Key responsibilities include:
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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.
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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.
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Problem Resolution & Customer Advocacy:
- Address customer concerns and resolve issues quickly, ensuring a seamless resolution process.
- 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.
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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.
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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.
Qualifications
- 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.
Requirements
- 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
- Fully remote—work from anywhere
- Ample paid time off to rest and recharge
- Grow through guidance from international industry experts
- Ongoing access to resources for professional growth
- Work and connect with professionals around the world
- Flexible hours that support a healthy work-life balance
Company Description
Pearl Talent is a US-based start-up that helps the top 1% of talent worldwide land long-term roles at fast-growing companies in the US and EU. Founded by Monty Ngan and Isaac Kassab, Pearl Talent helps operators all around the Philippines, Latin America, and South Africa get staffed into companies backed by Y Combinator, Sequoia, a16z, General Catalyst, and more. We believe that even though opportunity isn’t created equal in the world, ambitious talent is.
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| đź“Ť | Be aware of the location restriction for this remote position: Northern America, Americas |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
đź’¸
competitive, based on experience
|
Remote
Location
Northern America, Americas
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Northern America, Americas |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
