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.
- Supplier Coordination: Coordinate with supplier to get the information on orders, products and shipping problems to provide to customer who requested.
- 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
- Experience: More than 1 years of experience, preferably in the E- commerce Industry, Dropshipping or POD or DTC.
- 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.
- Effective communication and collaboration skills with team members and cross- functional teams.
- 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,...
- Customer Experience Expertise: Deep understanding of customer experience principles.
- Technical Skills: Intermediate proficiency in Excel and MS Office applications.
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).
