Remote Bilingual eCommerce Customer Support Virtual Assistant

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CPT-7382 Bilingual eCommerce Customer Support VA

REQUIRED SERVICE: eCommerce Business Support

REQUESTED EXPERIENCE TIER LEVEL: Junior Level

MIN. HOURS/WEEK: 20 hours/week

SHIFT TIME ZONE: EST

SHIFT HOURS: 1 PM to 5 PM EST

SHIFT DAYS: Monday to Friday

Number of VAs: 1

PREFERENCES:

GENDER PREFERENCE: none

LANGUAGES SPOKEN/PREFERENCE: English/Spanish

ACCENT PREFERENCE: neutral accent

REGION PREFERENCES: Philippines

We are a company that sells Christian jewelry online. We are looking for a part-time virtual assistant fluent in both Spanish and English. Experience in the jewelry niche or working with a Christian brand is an advantage but not required.

Customer Service Responsibilities:

• Manage buyer messages through Email, Amazon Seller Central, and Etsy
• File Lost in Mail Claims
• Handle PayPal & Stripe Disputes
• Validate Address Issues for order fulfillment
• Live Chat support
• Handle incoming phone calls and return calls for voicemails left outside business hours
• Social Media Moderation (Facebook, Instagram, etc.)
• Handle refunds, replacements, and return requests
• Quality issue tracking and documentation
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information using the right methods/tools
• Upsell/Cross-sell where appropriate
• Respond to Positive/Negative Reviews and request new reviews
• Review moderation
• Other data entry and administrative tasks
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers

Requirements and Skills:

• Must have an active Facebook profile (that’s not banned or restricted from using the Facebook business suite)
• Proven customer support experience or experience as a Client Service Representative (Email, Chat, and Phone)
• Fluent in both Spanish and English
• Proper grammar is a MUST
• Strong phone contact handling skills and active listening
• Experience in social media comment moderation
• Familiarity with CRM systems and practices
• Customer-oriented with the ability to adapt/respond to different types of characters and interact with customers in a friendly, empathetic manner
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Attention to detail, diligent, and proactive
• Experience with Shopify

CLIENT INDUSTRY: eCommerce (Christian Jewelry)

Want to work with this amazing client? Apply now and join 20four7VA! Join the remote world, today.

What we offer:

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays
• Various open roles are available
• Free training and upskilling
• Constant support and guidance from managers and mentors
• Clear schedules and guidelines
• A vibrant community always ready to support you
• And more!