Customer Service Executive
ABOUT PATI GROUP
PATI Group is an agency driven by a mindset of discipline and a commitment to the sustainable growth of both our people and our business. We specialize in strategy, promotion, and operational systems to solve scaling challenges for E-commerce clients in the US and European markets.
At PATI, you will discover the value of a customer-centric Customer Experience team that thinks critically, executes effectively, and takes full ownership of results. We offer a culture defined by discipline and exceptional career opportunities for talents ready to achieve a breakthrough in their professional journey.
JOB SUMMARY
We are looking for a detail-oriented and customer-focused Customer Service Executive to handle daily customer support operations and contribute to improving service efficiency as we scale.
In the short term, this role plays a key part in ensuring smooth operations as our order volume grows. In the long run, this position is considered a key talent pipeline for automation, process optimization, and leadership roles within the Customer Experience team.
You will work closely with the Customer Experience Manager and cross-functional teams to deliver timely, accurate, and high-quality support across multiple channels.
KEY ROLE & RESPONSIBILITIES
1. Customer Support & Ticket Handling:
Manage and resolve daily customer service tickets across email, chat, and/or ticketing systems.
Respond to customer inquiries regarding orders, payments, shipping, returns, refunds, and product information.
Ensure all tickets are handled within defined SLA timelines.
Escalate complex or sensitive cases to relevant teams when necessary.
2. Operational Efficiency & Process Improvement:
Identify recurring issues and customer pain points from support tickets.
Provide feedback and suggestions to improve workflows, SOPs, and customer experience.
Maintain accurate records of customer interactions and case resolutions.
Assist in updating FAQs, macros, and internal documentation.
3. Collaboration & Communication:
Work closely with Operations, Fulfillment, and Marketing teams to resolve customer issues efficiently.
Communicate clearly and professionally with customers at all times.
Support cross-functional initiatives aimed at improving service quality.
REQUIREMENTS & QUALIFICATIONS
Proven experience in customer service, customer support, or a similar role (e-commerce experience is a plus)
Strong written communication skills with a customer-first mindset
Ability to handle a high volume of tickets while maintaining accuracy and professionalism
Good organizational skills and attention to detail
Familiarity with CRM Gorgias is an advantage
Ability to work independently and manage priorities effectively
SKILLS & COMPETENCIES
Customer empathy and problem-solving ability
Time management and multitasking skills
Process-oriented thinking with a continuous improvement mindset
Ability to remain calm and professional in high-pressure situations
Language skills: Native in Vietnamese and Fluent in English (written and spoken).
WHY YOU WILL LOVE WORKING AT PATI?
You are not just answering tickets: Here, you are empowered to think critically, solve problems creatively, and contribute directly to customer retention, LTV, and brand love. You’ll grow beyond support into a true CX leader.
Be part of a strategic transformation: You’ll be part of a core team reshaping how we do Customer Experience from the ground up - building systems, playbooks, and processes that scale.
See your work fuel business growth: At PATI Group, CX is a profit center. Your insights, ideas, and execution will directly influence how we grow from an early-stage brand to a $100M+ business.
COMPENSATION & BENEFITS
Compensation: 10.000.000 - 14.000.000 Gross VND/month + incentive based on performance (negotiate).
Career Growth: Fast-track promotion opportunities, including a path to CX Leader.
Professional Development: Gain access to the latest AI tools, automation technologies, and advanced CRM systems to stay ahead in delivering exceptional customer experiences.
Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.
Additional Benefits: Social insurance, Bảo Việt Insurance, 12 annual leave days per year, 13th-month salary, performance bonus, and lots of team-building activities.
WOKING LOCATION
On-site, 18A Street No. 38, An Khanh Ward, Thu Duc, Ho Chi Minh, Vietnam.
WORKING HOURS
Monday – Friday: 8:30 AM – 5:30 PM (1-hour lunch break).
Saturday (Culture Day): 6:30 AM – 9:30 AM
(We start our day with a run and a reflective Feedforward session – no meetings, no reports, just real connection.)
Make sure you have read and agreed to our working location and hours, including joining our Saturday activities.