Job summary

We are looking for a careful, detailed, proactive individual with good problem-solving ability to be our Leader of Customer Support team. This person plays a crucial role in supervising and supporting the CS team for customer service issues and ensuring orders are processed efficiently and accurately. You will not only maintain an excellent working relationship with our customer support team but also need to connect with our suppliers to deliver excellent experiences for our customers.

Essential Roles and Responsibilities

• Leadership: Direct the Customer Support team to manage daily customer inquiries & problems, proactively recommending solutions and addressing customer concerns to uphold high satisfaction levels.

• Performance Evaluation: Understand all the metrics in our CRM system, develop and monitor key performance indicators to measure the effectiveness and quality of CS people.

• Customer Experience: Ensure a positive and consistent customer experience across all touchpoints with the Customer Support team.

• Team Development: Collaborate with team members to provide constructive feedback and insights aimed at improving 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.

• 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/head of Customer Support team.

• Language Proficiency: Fluent in English (both written and spoken), with an IELTS score of 6.5 or higher, or equivalent.

• Working time: 2 shifts (can discuss)

  • From 4:00 PM to 8:00 PM: Working offline at the office

  • From 10:00 PM to 2:00 AM: Working online

• CRM Proficiency: Familiarity with CRM systems (particularly Gorgias) to monitor and assess customer support performance.

• 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: 100%, Winning Mentality, and Teamwork. You can check it out here: patigroup.com. If you think this is something you have, give us proof.

• Bằng cấp: Đại học
• Độ tuổi: Không giới hạn tuổi
• Hình thức: Nhân viên chính thức
• Lương: 600 - 750 USD