Remote Bilingual eCommerce Customer Support Virtual Assistant

Summary

Join the remote world today as a Bilingual eCommerce Customer Support VA, working part-time with 20four7VA. We are looking for a virtual assistant fluent in both Spanish and English to manage buyer messages, handle customer complaints, and perform various administrative tasks.

Requirements

• 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

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

Benefits

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays