CPT-8233 Bilingual Customer Success Representative Virtual Assistant at 20four7VA

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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.

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!