DigiSource&039;s Client is Pati is an e- commerce company specializing in international markets, especially in North America and Europe focusing on dietary supplement
They are looking for an individual with a background in customer service within E- commerce / Dropshipping / POD / DTC industry. As our Customer Support Associate, you will handle customer issues and ensuring orders are processed efficiently and accurately to deliver excellent experiences for our customers.
Job Description
Supplier Coordination: Coordinate with supplier to get the information on orders, products and shipping problems to provide to customer who requested.
Customer Experience: Answering customers with care, positive attitude to ensure good customer experience.
Performance Metrics Management: Support the CS team leader to improve and maintain a Trustpilot score at 4.5, CSAT score at 4.9, One touch ticket rate of 70%, first response time to customer inquiries to under 45 minutes (Email), 5 minutes (Social Media).
Team Development: Collaborate with team leader to suggest areas of improvement for our CS team.
Handle Customer Issues: Answer customer inquiries & problems daily in our CRM system- Gorgias.
Job Requirement
Customer Experience Expertise: Deep understanding of customer experience principles.
Language Proficiency: Fluent in English (both written and spoken), with an IELTS score of 6.5 or higher, or equivalent.
CRM Proficiency: Familiarity with CRM systems, such as: ZenDesk, HelpDesk, Gorgias,...
Soft Skills: Attention to detail, proactive, and strong analytical and problem- solving abilities, with the ability to use data to inform decisions and drive changes.
Technical Skills: Intermediate proficiency in Excel and MS Office applications.
Experience: More than 1 years of experience, preferably in the E- commerce Industry, Dropshipping or POD or DTC.
Effective communication and collaboration skills with team members and cross- functional teams.
Additional Requirements:
Understand our core values: 100%, Winning Mentality, and Teamwork. You can check it out here: patigroup.com. If you think this is something you have, give us proof.
Proactive learning behavior: We request all people to learn daily (only learn things that can support your work immediately) and share it with others.
A positive, “can do” attitude.
About Company & Benefit
Joining various team bonding activities.
To fully enjoy other social welfare regimes such as: social insurance, statutory leave,...
Company Address: 152 Dien Bien Phu Street, Ward 25, Binh Thanh District, Ho Chi Minh city
Opportunity to work in a fast- growing E- commerce business.
Salary: 10.000.000- 12.000.000 VND/month + incentive based on performance (negotiate).
