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************************************************************** 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.
Manage buyer messages through Email, Amazon Seller Central, and EtsyFile Lost in Mail ClaimsHandle PayPal & Stripe DisputesValidate Address Issues for order fulfillmentLive Chat supportHandle incoming phone calls and return calls for voicemails left outside business hoursSocial Media Moderation (Facebook, Instagram, etc.)Handle refunds, replacements, and return requestsQuality issue tracking and documentationIdentify and assess customers' needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid, and complete information using the right methods/toolsUpsell/Cross-sell where appropriateRespond to Positive/Negative Reviews and request new reviewsReview moderationOther data entry and administrative tasksHandle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolutionKeep records of customer interactions, process customer accounts, and file documentsFollow communication procedures, guidelines, and policiesGo the extra mile to engage customers 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 EnglishProper grammar is a MUSTStrong phone contact handling skills and active listeningExperience in social media comment moderationFamiliarity with CRM systems and practicesCustomer-oriented with the ability to adapt/respond to different types of characters and interact with customers in a friendly, empathetic mannerExcellent communication and presentation skillsAbility to multi-task, prioritize, and manage time effectivelyAttention to detail, diligent, and proactiveExperience with Shopify CLIENT INDUSTRY: eCommerce (Christian Jewelry)
Competitive ratesWeekly paymentsAnnual rate increase (based on performance)Paid time offPaid holidaysVarious open roles are availableFree training and upskillingConstant support and guidance from managers and mentorsClear schedules and guidelinesA vibrant community always ready to support youAnd more!