Customer Support Team Leader

Nhat Vy
Aug 19, 2024
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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 Team Leader to lead our customer service efforts and drive us towards these goals.

Job summary

We are looking for an individual with a strong background in customer service within E-commerce / Dropshipping / POD / DTC industry. As our Leader of Customer Support team, you will supervise and support the team for customer service issues and ensure orders are processed efficiently and accurately to deliver excellent experiences for our customers.

Essential Roles and Responsibilities

  • Leadership: Manage and support all CS team members to answer customers inquiries & problems on our CRM system (Gorgias).

  • Performance Evaluation: Evaluate the performance of the CS team members using metrics in our CRM system (Gorgias) such as CSAT, First Response time, Resolution time.

  • Team Development: Provide training and support for CS team members to improve their performance and professional growth.

  • Supplier Coordination: Interface with suppliers to resolve any issues related to orders, ensuring smooth and effective communication to address and rectify problems.

  • Customer Experience: Ensure a consistent, high-quality customer experience across all channels.

  • Performance Metrics Management: Improving and maintaining 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 2 years of experience as a leader of Customer Support team, 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.

  • Night Shift Capability: Willingness and ability to work night shifts as required.

  • CRM Proficiency: Familiarity with CRM systems such as: Zendesk, HelpDesk,Gorgias,...

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

  • 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: 15.000.000 - 18.000.000 VND/month + incentive based on performance (negotiate). Total income can be up to 20.000.000 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.

Company Address: 152 Dien Bien Phu Street, Ward 25, Binh Thanh District, Ho Chi Minh city

🚀 APPLY HERE