Spanish Speaking CSR

Wicked Weasel (WW), a world leader in sexy, high quality bikinis, outerwear, lingerie and activewear and Australia’s very first online retailer is expanding and is in search of a Spanish speaking Customer Service Representative (CSR) based in the Philippines.

We are looking to establish dedicated Spanish CSR who will look after our Spanish speaking customers. We need an experienced CSR with working knowledge and conversational communication skills and demonstrated initiative, common sense and sound ability to make judgement calls on Customer queries, capable of handling issues with the utmost care within a quick turnaround time, provide accurate product and service information and resolve complex problems efficiently.

Reporting and Key Responsibilities

Reporting to the Customer Service Manager, the CSR is responsible for responding promptly within our dedicated Service Levels to customer queries through various channels and processing back-end tasks, i.e., orders, forms, returns, exchanges, etc.

The CSRs are product experts capable of answering the questions our customers may ask. Staying up to date with release schedules, product innovations, sizing details and are expected to:

Resolve product or service inquiries by clarifying the customer’s complaint, figuring out the cause of the problem, explaining the solution, and/or getting help from the appropriate department to fix the customer issue as needed
‘Read’ customers and use ‘positive language’
Prioritise communication and the needs of the customer first
Know how to manage time properly between tasks
Know how to follow instructions, and if in doubt, take the initiative to ask questions

Qualifications, Knowledge, Skills and Experience

Bachelor’s Degree and/or 3 years of proven customer support experience with a track record of consistently achieving quota
Familiar with CRM systems and practices
Use of Gmail and Google Tools is a bonus but not required
Customer orientation and ability to adapt/respond to different types of characters.
Excellent English written and verbal communication skills
Conversational Spanish written and verbal communication skills
Ability to multitask, prioritise and manage time effectively
Consistency, efficiency and reliability
Patience, problem solving and resolving conflict skills
Team work

Experience in the following systems is highly desirable

WooCommerce, Shopify, Kentico or similar online store admin
Any cloud-based Helpdesk system
Chargebee, Braintree, PayPal, Stripe or similar payment systems
Any experience in online communities or forums, image sharing sites, chat systems and social networks
Gmail or similar email service
Microsoft Office or Google business suite, particularly Excel / Sheets
Slack and other productivity tools

In return for your exceptional skills and attributes, you will be given
An attractive salary / wage package
Friendly team of Australian & Filipino workers who love the company
Focussed training and prompt support from your superiors so you can achieve the results we require
An opportunity to become a greater part of a phenomenal business on a massive growth trajectory
Opportunity to work from home and have work-life balance


Technical Requirements

Any modern desktop or laptop computer with a high resolution screen
Fast, reliable internet with a backup system in place

Work Schedule and Location

This position requires a 5-day work week (2 days off could be weekdays or weekends) with 40hpw, with a work schedule on rotational shifts. You must be flexible to work on call and be paid for extra hours when required. This role is on a remote work arrangement.