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

Role Title: Onshore Customer Service Agent (Phone, Chat, & Email)

Is This YOU? Then We Want to Meet You! Are you an empathetic, patient, and tech-savvy customer service professional who thrives in a fast-paced environment? We are looking for a solutions-oriented Onshore Customer Service Agent to represent a premium US-based floral and gifting brand. 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.

Details:

  • Hiring Budget: 2,000 USD
  • Schedule: Full-Time (Monday – Friday, 11:00 AM – 8:00 PM ET)
  • Work Type: Full-Time
  • Client prefers someone from USA or Canada
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!
What you'll do
  • 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.
Success looks like
  • Consistently meeting or exceeding quality standards, attendance expectations, and schedule adherence.
  • Maintaining a high first-contact resolution rate while upholding brand-aligned empathy and warmth.
  • Efficiently cross-navigating multiple support tools and dashboards without compromising response accuracy.
  • Demonstrating high emotional intelligence and calm composure during peak gifting periods and complex order resolutions.
Tech Checklist - Gotta Have It! A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.A quiet, cozy workspace to handle calls and chats like a pro.

How to apply

Start your skill assessment by clicking here: 👉 Skill Assessment Form
  • What Happens Next - 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.
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