Job Description
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.
Customer Experience: Answering customers with care, positive attitude to ensure good customer experience.
Handle Customer Issues: Answer customer inquiries & problems daily in our CRM system- Gorgias.
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.
Supplier Coordination: Coordinate with supplier to get the information on orders, products and shipping problems to provide to customer who requested.
Job Requirement
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,...
Technical Skills: Intermediate proficiency in Excel and MS Office applications.
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.
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.
Customer Experience Expertise: Deep understanding of customer experience principles.
Additional Requirements:
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.
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.
About Company & Benefit
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.
To fully enjoy other social welfare regimes such as: social insurance, statutory leave,...
Joining various team bonding activities.
Salary: 10.000.000- 12.000.000 VND/month + incentive based on performance (negotiate).
