Customer Communications Specialist (JOB ID: MARAYI1)

We’re Hiring: Virtual Assistant – Retail Customer Support IMPORTANT - Watch this quick Loom video on how to get hired: https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0

• C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.
• PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH

Job Title: Virtual Assistant – Retail Customer Support Job ID: MARAYI1 Industry: Retail / Secondhand Clothing & Accessories Location: LATAM Job Status: FULL TIME Work Schedule: 10:00am to 7:00pm PST Compensation: $6-9 per hour Target Start Date: ASAP Role Overview About the Client: The client operates a multi-location retail business within the secondhand clothing and accessories industry. The business focuses on buying, selling, and trading pre-owned items through physical store locations rather than ecommerce. With continued growth across several locations, the client is seeking support to improve phone responsiveness, customer education, and overall operational efficiency. Customer experience is a high priority, especially setting clear expectations around in-store processes to reduce misunderstandings and negative reviews. About the Role: The Virtual Assistant will serve as the primary point of contact for inbound customer communications across all store locations. This role is responsible for answering phone calls, educating customers on how the buying process works, and providing consistent and professional support in both English and Spanish. Over time, the role may expand to include additional administrative and operational responsibilities as the business continues to scale.

Key Responsibilities

• Inbound call handling and customer communication
• Answer inbound phone calls during store operating hours
• Screen and filter spam calls appropriately
• Respond to voicemails and missed calls in a timely manner
• Communicate clearly and professionally with customers in English and Spanish
• Provide a friendly and natural tone aligned with a retail and youth-oriented environment
• Customer education and expectation setting
• Clearly explain how the buy, sell, trade process works
• Educate customers on what types of items are typically accepted
• Help customers understand what to bring and what to expect before visiting a store
• Set realistic expectations to reduce misunderstandings and negative reviews
• Handle common questions related to pricing expectations without making guarantees
• Inbox and message management
• Respond to customer inquiries via text messages and social media inboxes
• Review messages from previous days and follow up as needed
• Maintain a consistent communication style across all channels
• Ensure responses sound conversational and human, not scripted or robotic
• Internal coordination and escalation
• Communicate with store managers through internal messaging tools
• Escalate customer issues when needed and route them to the appropriate person
• Support bilingual communication when store staff requires Spanish language assistance
• Recognize when a situation requires managerial or leadership involvement
• Communicate effectively with internal store teams and corporate staff to ensure alignment, information flow, and smooth day-to-day operations
• Customer follow-up and store support
• Follow up with customers when their items are ready for pickup
• Contact customers who leave items overnight and communicate timelines clearly
• Assist with inquiries related to lost and found items
• Support store teams by reducing inbound interruptions during busy hours

Qualifications & Skills Required:

• Fluent in English and Spanish, both written and spoken
• Strong customer service experience in phone-based or customer-facing roles
• Comfortable handling multiple communication channels throughout the day
• Clear communicator with the ability to explain processes simply
• Calm under pressure and capable of de-escalating customer concerns
• Organized, reliable, and able to work independently
• Tech savvy and comfortable learning new platforms and tools

Preferred:

• Previous experience in retail environments
• Familiarity with customer service platforms or VoIP phone systems
• Experience managing inboxes, messages, or customer communications at scale
• Interest in clothing, fashion, footwear, or youth culture trends
• Natural curiosity and willingness to learn about products and customer needs

Personality Fit:

• Friendly, approachable, and personable
• Professional but not overly rigid or corporate
• Comfortable interacting with Gen Z customers and store staff
• Knows when to handle an issue independently and when to escalate
• Enjoys customer interaction and creating positive experiences

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