Job Description

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).

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.

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Salary: 15.000.000 - 18.000.000 VND/month + incentive based on performance (negotiate).

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

Working hours: 8:30 - 17:30, Mon - Fri

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