Offer summary

Qualifications:

Bilingual in Spanish and English with strong verbal and written communication skills., 1-2 years of experience in customer service or inside sales, handling phone calls and order processing., Proficiency with CRM tools such as NetSuite, Shopify, and Google Workspace., Ability to manage high call and ticket volumes while providing exceptional customer support..

Key responsabilities:

Handle 30+ daily inbound calls and respond to 30-40 daily tickets and emails to address customer inquiries and troubleshoot issues.

Process orders efficiently and accurately, ensuring all details are documented clearly.

Identify customer needs and recommend appropriate products or services for upselling and cross-selling opportunities.

Collaborate with other departments to resolve complex issues and track recurring customer pain points for process improvement.

Job description

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CPT-8233 Bilingual Customer Success Representative Virtual Assistant

REQUIRED SERVICE: Business Support VA
REQUESTED EXPERIENCE TIER LEVEL: Junior - Senior Level
MIN. HOURS/WEEK: 40 hours
SHIFT TIME ZONE: EST
SHIFT HOURS: 9 am to 6 pm
SHIFT DAYS: Monday to Friday
Number of VAs: 1

GENDER PREFERENCE: N/A
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Bilingual, Spanish and English
REGION PREFERENCES: South America

As a Customer Success Representative, you will lead outbound portfolio management and sales efforts to drive proactive customer engagement, lead generation, and revenue growth. This role focuses on managing a book of business, nurturing relationships with existing and repeat customers, and identifying new sales opportunities. With a blend of outbound outreach, customer service, and strategic account management, you will play a key role in growing the company’s customer base and deepening customer loyalty.

RESPONSIBILITIES:

Inbound Customer Support:
- Handle 30+ daily inbound calls to address customer inquiries, troubleshoot issues, and process orders.
- Respond to 30-40 daily tickets and emails, ensuring timely resolution of customer concerns.
- Provide exceptional customer service, maintaining professionalism and empathy in all interactions.
Order Processing:
- Confirm and process orders efficiently through platforms like NetSuite, Shopify, RingCentral, and Google Workspace and other internal systems.
- Accurately input data and ensure all order details are documented clearly, correctly and consistently.
- Address and resolve discrepancies in orders or billing with quick and precise action.
Sales Support:
- Manage light sales opportunities by identifying customer needs and recommending appropriate products or services for upsell and cross-sell opportunities.
- Maintain knowledge of current promotions, product features, and industry trends to offer tailored solutions.
Documentation & Collaboration:
- Maintain consistent and clear documentation of all interactions in the CRM or ticketing system for internal visibility.
- Collaborate with other departments, such as Inside Sales and Technical Support, to escalate and resolve complex issues efficiently and in a timely manner.
- Track and report recurring customer pain points to help refine processes and improve satisfaction.
Technical Proficiency:
- Navigate multiple systems simultaneously to process orders, log interactions, and access customer information.
- Troubleshoot basic technical issues with customers, guiding them through solutions effectively.
Performance Metrics:
- Achieve daily/weekly activity volume goals, including call handling, ticket resolution, and sales performance.
- Meet or exceed service level agreements (SLAs) for response times and resolution rates.
- Consistently contribute to a positive Customer Satisfaction Score (CSAT) through quality interactions.

Key Competencies:

Experience: 1–2 years in customer service, inside sales, or a similar role handling phone calls and order processing.
Technical Skills: Proficiency with CRM tools (e.g., NetSuite, Shopify, Google Workspace, and RingCentral) and ability to learn new systems quickly.
Communication: Strong verbal and written communication skills to handle diverse customer interactions.
Multi-Tasking: Ability to manage high call and ticket volumes while processing orders and providing support.
Sales Aptitude: Comfort and confidence with light sales activities, including upselling and cross-selling.