[HCM] Công Ty Thương Mại Điện Tử PATI Group Tuyển Dụng Nhân Viên Customer Support Associate Full-time 2024

We 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.

• Handle Customer Issues: Answer customer inquiries & problems daily in our CRM system - Gorgias.

• 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.

• Team Development: Collaborate with team leader to suggest areas of improvement for our CS team.

• 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).

• Experience: More than 1 years of experience, preferably in the E-commerce Industry, Dropshipping or POD or DTC.

• Language Proficiency: Fluent in English (both written and spoken), with an IELTS score of 6.5 or higher, or equivalent.

• Customer Experience Expertise: Deep understanding of customer experience principles.

• 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.

• Effective communication and collaboration skills with team members and cross-functional teams.

• 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.

• Competitive Salary Package: Base Salary + Incentive based on performance (negotiate).

• 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.

We are looking for someone who shares our passion for wellness, our commitment to excellence. If you believe you have the skills and mindset to thrive in this role, we want to hear from you.