Fulfillment & Customer Success

Min Jane
Oct 13, 2023
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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.

🚀 APPLY HERE