Quận Bình Thạnh

PATI Group is the fast-growing E-commerce business that specializes in dietary supplement (500% increase insales in 1 year) in the United States markets.

By 2026, PATI will be the leading dietary supplement company in Vietnam, offering innovative and high-quality products. We aim to inspire our customers to change their lifestyles and optimize their physical, mental, and intellectual potential.

NPS of Wellness Nest & Miracle Mushroom > 90%

Pati Group

Vietnam

Thomas Tran

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 boost our customer success efforts and drive us towards these goals.

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.

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.

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