Call Centre Representative

Flowers For Everyone; Sydney; On-site; AUD 55,000 - 65,000; Full time

Job summary

Flowers for Everyone in Sydney is seeking a dedicated Customer Service Representative to join a small call centre team. You will handle orders, product enquiries and delivery concerns, ensuring customers feel heard and supported from order to delivery.

This full-time role operates Monday to Friday with a weekend rotation every 3–4 weeks; shifts include early starts. You will liaise with florists, drivers and warehouse staff to keep customers informed and satisfied.

Qualifications

• Excellent verbal and written communication.
• Ability to handle high-volume customer inquiries over the phone.
• Professional and timely email communication.
• Calm, patient, solution-focused approach.
• Experience with Microsoft Office.

Responsibilities

• Respond to customers via phone and email promptly and professionally.
• Process orders with patience and care.
• Provide real-time updates on delivery status.
• Update orders across multiple systems to ensure accuracy.
• Resolve delivery issues with florists, logistics and drivers.
• Support florists and warehouse staff; assist walk-in customers at peak times.

Skills

Customer service

Phone etiquette

Email communication

Multitasking

Microsoft Office

Shopify

GoPeople

Tools

Shopify

GoPeople

Job description

As part of a small team of Customer Service Representatives, you will be responsible for providing friendly and efficient customer service across both phone and email. You'll help customers with orders, product enquiries and delivery concerns – while ensuring every customer feels valued and looked after. You'll also work with the wider team of florists and delivery drivers to make sure that the customer experience is seamless - from the moment an order is placed through to delivery.

This full-time role is primarily Monday to Friday with a rotating roster of weekends required, working one weekend every 3-4 weeks.

The Call Centre currently operates:

7am – 6pm Monday to Friday (with varying start times of 7am, 8:30am or 10am)

8am – 2pm Saturday & Sunday

Key responsibilities

Respond promptly and professionally to customers via phone and email

Assist customers in processing orders with patience and care, being aware that many flower orders are sent at times of heightened emotions

Provide customers with real-time updates on the status of their deliveries

Update orders across multiple systems to ensure accuracy at all times

Resolve delivery issues efficiently, working closely with florists, logistics and delivery drivers to determine the best solution

Ensure customer satisfaction and timely resolution of all issues

Provide support to florists based in sites across Sydney, Brisbane and Melbourne

Provide basic administrative support to florists and warehouse staff

Provide backup assistance with walk in retail customers at peak times

About you

Excellent verbal and written communication skills

Confident and friendly when speaking with a high volume of customers over the phone

Ability to communicate in a professional and friendly manner via email, ensuring that all emails are actioned in a timely manner

Calm, patient and solution-focused when handling customer concerns

Ability to multitask in a fast-paced environment

Interest in flowers, gifting and creating great customer experiences

Comfortable learning new systems and technology as required

Experience with Microsoft Office

Experience using Shopify and GoPeople - preferred but not essential

About us

Flowers for Everyone is a team where the work you do has a genuine impact. Flowers are often ordered for some of life's most important moments — birthdays, anniversaries, celebrations, funerals — and customers rely on us to get it right. Great customer service is about more than answering a phone call or responding to an email. It's about making people feel heard, cared for and confident that they're in good hands.