Client Service Specialist

Remotelyhr; Brasil; Remote; BRL 55,000 - 69,000; Full time

Job summary

French Florist seeks a Client Service Specialist to deliver a white-glove experience to a discerning clientele in a fully remote role. You will handle inquiries via phone and email, manage a high-volume workload, and guide clients through product selections and orders.

The position requires 4+ years in high-touch service, strong communication, and proficiency with Zendesk and CRM tools; a bachelor’s degree is preferred but not required.

Qualifications

• 4+ years in client service, luxury retail, hospitality, or other high-touch environments.
• Bachelor's degree is preferred but not required.
• Exceptional written and verbal communication across high-volume inquiries.
• Ability to work independently in a fast-paced remote setting.

Responsibilities

• Serve as the primary contact for client inquiries via phone and email with warmth and professionalism.
• Handle 40-60+ interactions per shift across multiple channels.
• Guide clients through product selection, custom arrangements, and order placement.
• Resolve issues using refunds, replacements, and escalation guidelines as needed.
• Document all interactions accurately in internal notes for seamless handoffs.

Skills

Client service experience

Luxury retail

Hospitality

Communication skills

Independent work

Education

Bachelor's degree preferred

Tools

Zendesk

CRM platforms

MS Office / Google Workspace

Slack

Job description

RemotelyHR is hiring on behalf of French Florist.

About French Florist

At French Florist, we create moments of joy and connection through the art of floral design. Our boutique, high-touch approach ensures that every arrangement is as exceptional as the moments it celebrates. As we expand through franchising, we remain committed to delivering a seamless, elevated client experience that reflects the highest standards of luxury and craftsmanship.

Our Client Service Specialists play a key role in upholding this standard, ensuring every interaction reflects our values of excellence, creativity, and care. Every interaction should feel effortless, thoughtful, and deeply personal - ensuring our clients receive nothing less than world-class service.

The Role

As a Client Service Specialist, you will be the first point of contact for our discerning clientele, delivering a seamless, white-glove experience that sets French Florist apart.

In our fast-paced, high-energy environment, you will handle inquiries with efficiency and grace, resolve issues with a solutions-oriented mindset, and assist clients in crafting unforgettable floral moments. This role requires precision, passion, and the ability to anticipate client needs before they arise.

Schedule

• 8-hour shift scheduled between the hours of 7:00 AM and 8:30 PM PT, Monday through Friday, along with a rotating weekend shift once a month.

This is a fully remote position.

Key Responsibilities

• Serve as the primary point of contact for client inquiries via phone and email, embodying warmth, professionalism, and attentiveness.

• Manage a high-volume workload of approximately 40-60+ client interactions per shift across multiple channels while maintaining quality and accuracy.

• Guide clients through product selection, custom arrangements, and order placement with a consultative approach.

• Anticipate and resolve concerns swiftly, ensuring an elevated and memorable experience.

• Resolve client issues using our Refunds, Replacements & Resolutions guidelines, escalating to the Team Lead when a case falls outside your authority.

• Document every client interaction accurately in internal notes so any team member can pick up seamlessly.

• Meet quality, responsiveness, and client satisfaction standards, upholding our brand voice in every interaction.

• Manage first-line client escalations with professionalism, sound judgment, and a solutions-driven mindset, routing complex cases to the Team Lead per our escalation process.

• Process orders accurately and efficiently using Zendesk and our order management platform, ensuring seamless execution from order to delivery.

• Schedule deliveries with precision and attention to timing, aligning each order with client expectations and operational capacity.

• Collaborate closely with shops, dispatch, and internal teams via Slack to maintain service excellence and operational alignment.

• Operate effectively with minimal oversight, demonstrating accountability, organization, and strong decision-making skills in a remote environment.

Key Skills and Experience Required

• Minimum of 4+ years of experience in client service, luxury retail, hospitality, or other high-touch service environments.

• Bachelor's degree is preferred, but not required.

• Exceptional written and verbal communication skills, with the ability to deliver polished, professional responses across high-volume client interactions.

• Proven ability to work independently in a fast-paced environment while managing competing priorities.

• Strong attention to detail, organization, and follow-through.

• Experience handling escalations, problem-solving in real time, and maintaining composure under pressure.

• Comfort using POS systems, CRM platforms (such as Zendesk), and office software (Microsoft Office, Google Workspace, Slack).

• Floral knowledge is a plus, but not required.

• A collaborative spirit with a deep commitment to excellence and brand integrity.

Compensation and Job Requirements

• Fully remote role with the ability to work scheduled PT hours.

• Stable, high-speed internet connection required.

• Dedicated, quiet workspace free from distractions during working hours.

• Professional-quality headset and ability to conduct clear phone conversations.

• Working laptop capable of running required systems and communication tools.

• $8 - $10 USD per hour