Fulfillment & Customer Success
Key Targets & Responsibilities:
(Need to achieve those in 2 months probation)
Optimize Ticket Response Time:
Reduce and maintain the team's ticket response time to less than 2 hours (200 tickets on daily average).
Reporting reasons for customer's complaints and suggesting solutions for improvement.
Minimize Refund Rate:
Control the refund rate for all brands to less than 2%.
Reduce Dispute Rate:
Control the dispute rates of all payment gateways to less than 0.75%.
Efficient Order Processing:
Make sure all orders are sent to suppliers within 3 hours and all orders are processed and shipped by suppliers within 48 hours.
Performance Monitoring and Enhancement:
Set, track and evaluate KPIs and SOP for in-house and outsourced customer support teams with proven tracking record.
Skills and Qualifications:
Fluent in English communication (Written and Spoken), with an IELTS score above 7.0 or equivalent.
Strong leadership skills with ideally prior experience in managing outsourced agencies. Candidates need to provide proof of record of how they can increase their own team performance.
A commitment to physical fitness and a healthy lifestyle, can run at least 20km/week.
Proactive learning behaviour. 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: 100%, Winning Mentality, Teamwork. 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
7.000.000 VND - 10.000.000 VND per month + incentive based on performance (negotiate).
Opportunity to work in a fast-paced, dynamic Global Ecommerce environment
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, and our dedication to making a positive impact on our customers' lives. 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