Venus et Fleur is a luxury floral design company specializing in creating high-quality, long-lasting arrangements using our signature Eternity florals. Our innovative preservation techniques and elegant packaging have made us a popular choice for gift-giving, special events, and interior design. We are committed to delivering the most exceptional customer experiences and expanding our presence in the global market. For us, it is a dream to be a company that is forever aligned with luxury florals, exquisite craftsmanship, and a dedicated commitment to celebrating life's most memorable moments.
Job Summary
Based in our Client Contact Center and Corporate Headquarters in Secaucus, NJ, the Customer Service
Associate holds the critical position of supporting Venus et Fleur clients throughout their customer journey.
This enthusiastic Customer Service Associate is responsible for delivering luxury best-in-class client
experiences, outcomes to situations, and sales across multiple contact channels- phone, email, calls, and live
messaging channels such as chat and text- by listening to each client's personal needs and supporting them
through elevated and authentic written as well as verbal communication. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive,delivering exceptional standards of customer service.
Key Responsibilities
- Must be an excellent communicator and brand ambassador with their passion for Venus et Fleur's
history, product knowledge, and floral innovation conveyed in every conversation, laying the
foundation for building long-term client loyalty.
- Deliver consistently an elevated, positive, and high-energy client experience aligned with Venus et
Fleur core brand values and integrity across phone, email, and live messaging channels.
- Consistently deliver luxury experiences to resolve client matters effectively and empathetically.
- Escalate matters with urgency to ensure prompt and client-centric resolution.
- Initiate proactive, elevated, and relevant product recommendations for the client to increase order
values and assist customers with their inquiries.
- Demonstrate and share with clients brand awareness, storytelling, and product knowledge to drive
conversion and satisfaction.
- Proactive and strong cross-functional communication with team members on matters related to
shipping, receiving, and inventory management to present accurate information to the customers.
- Meet or exceed performance targets such as call volume, ticket response, resolution times, and
abandon cart program KPIs
- Desire to continuously improve and learn best practices in customer excellence and experience
- Contribute to customer retention rates and loyalty
Prepared Date: 07/2024
Key Requirements
- Minimum of 3 years experience in an E-Commerce customer service environment
- High-level of multi-tasking with an element of urgency to support the volumes that can arise.
- Client first mindset
- Excellent verbal and written communication skills
- High energy and passion with excitement to partner with colleagues
- Strong computer experience working on multiple software platforms preference for Gorgias
- Ability to multitask - handling phone, email, and live message platforms
- Attention to detail and strong organizational skills in order to maintain accurate records of customer
interactions and transactions
- Flexibility to work a varied schedule that includes days, evenings, nights, weekends, and holidays.
- Must have authorization to work in the United States on site
- Preferred Contact Center experience, preferably retail Luxury experience