Customer Support Associate

About PATI Group

PATI is a fast-growing E-commerce business specializing in dietary supplements, achieving a remarkable 500% increase in sales within just one year in the United States market. We're on a mission to become the leading dietary supplement company in Vietnam by 2026, offering innovative and high-quality products that inspire our customers to optimize their physical, mental, and intellectual potential.
As we continue our rapid growth trajectory, we're seeking a visionary Customer Support Associate to lead our customer success efforts and drive us towards these goals.

Job summary

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.

Essential Roles and Responsibilities:

- 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).

Skills and Qualifications:

- 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.

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: Honor Our Word, Play Like A Teamsport, Foster Innovation. You can check it out here: patigroup.com. If you think this is something you have, give us proof.

Come join PATI, you will have a chance to enjoy

- Salary: 10.000.000 - 12.000.000 VND/month + incentive based on performance (negotiate). Total income can be up to 15,000,000 VND.
- 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.