Customer Support Agent (Ecommerce Industry)

About PATI Group
PATI Group is revolutionizing the e-commerce landscape by specializing in high-quality dietary supplements. Within just one year, we achieved a remarkable 500% growth in sales in the U.S. market. Our vision is to become Vietnam's leading dietary supplement company by 2026, empowering customers to unlock their full physical, mental, and intellectual potential.
We are seeking a passionate and dedicated Customer Success Associate to elevate our customer experience by providing exceptional support, ensuring seamless communication, and contributing to the continuous improvement of our processes. This is your opportunity to make a meaningful impact on a rapidly growing organization by fostering strong customer relationships, solving challenges, and driving customer satisfaction.
How We Measure Success
Customer Satisfaction: Maintain a CSAT score of at least 4.5, reflecting a consistently high level of customer satisfaction.
Efficiency in Ticket Handling: Achieve a one-touch ticket resolution rate of 50%, ensuring swift and effective customer support.
Response Time: Ensure first response times under 45 minutes for email inquiries and under 5 minutes for social media interactions, enhancing customer trust and experience.
Process Familiarity: Fully onboard and trained in our CRM system, SOPs, products, and brand within the first 90 days, ensuring a seamless integration into the team and optimal performance.
Customer-Centric Innovation: Contribute to continuous improvements in customer workflows and processes, driving measurable enhancements in service delivery and customer experience.
Team Management
Reports to: CS Manager
Career Path: Potential promotion to CS leader based on performance and innovation impact.
Team Vision 2025: Cultivate a customer-centric team that transforms Customer Experience into a powerful strategic differentiator for our brand. With 5 remote CS members today, we're set to grow an offline team this year, fostering deeper collaboration and stronger teamwork. You will be part of a dynamic team of 3 offline CS, working together to build and elevate our customer success journey.
Essential Roles and Responsibilities
1. Customer Success Partnership
Collaborate closely with the customer support team and leadership to align service strategies with business growth objectives.
Contribute to creating seamless processes that adapt to evolving customer needs and ensure consistent satisfaction.
2. Customer Support and Issue Resolution
Handle inquiries and resolve issues promptly, maintaining high customer satisfaction levels.
Streamline onboarding and support experiences to ensure customers are seamlessly integrated with our products and services.
Identify trends in customer feedback to proactively address challenges and improve processes.
3. Customer Engagement and Retention
Build relationships that foster loyalty and long-term customer engagement.
Execute initiatives that enhance the overall customer experience, aiming to maintain a high retention rate.
Assist in organizing customer-centric programs that reinforce trust and satisfaction.
4. Policy Adherence and Improvement
Follow and uphold company policies and customer service standards that align with industry best practices.
Provide feedback on policies and suggest improvements to enhance service delivery.
5. Learning and Development
Continuously learn and adapt to our CRM tools, SOPs, and evolving service practices.
Share insights and best practices with team members to foster a culture of continuous improvement.
6. Customer Support Automation and Innovation
Utilize CRM tools like Gorgias to optimize ticket handling and improve efficiency.
Identify opportunities for automation to reduce repetitive tasks and enhance workflow.
Contribute to implementing innovative tools that improve customer support operations.