ABOUT CUSTOMER EXPERIENCE AT PATI
At PATI Group, we see Customer Experience (CX) as more than just support – it’s the foundation of how we build trust and keep customers coming back.
If you are ready to turn every interaction into an opportunity to create value, this role is for you.
We need someone with good ENGLISH skills, a true CUSTOMER- CENTRIC mindset, and hands- on experience working DIRECTLY with customers to help them solve issues quickly, feel genuinely cared for, and enjoy a seamless journey with us.
ESSENTIAL ROLES & RESPONSIBILITIES
Deliver Profit- Driven Support: Handle customer inquiries across channels on Gorgias, recognizing each interaction builds loyalty and contributes to revenue.
Provide Expert Guidance & Resolve Issues:
Offer timely, empathetic, and solutions- driven support, acting as a Trusted Advisor in every interaction.
Resolve issues efficiently using documented processes.
Utilize Technology Effectively: Use CRM tools to manage tickets accurately and efficiently (Gorgias).
Contribute to Continuous Improvement: Report customer feedback and recurring issues to support team development.
SKILLS & QUALIFICATIONS
Must- have Requirements:
Language Proficiency: Good command of ENGLISH (both written and spoken).
Customer- Centric Mindset: A passion for delivering outstanding customer experiences and fostering loyalty.
Problem- Solving & Adaptability: Strong ability to identify customer pain points and implement effective solutions.
Experience: 2+ years in Customer Experience, Customer Success, or E- commerce support (preferably experience in working DIRECTLY to customers).
Nice- to- have Requirements:
Empathy & Active Listening: Ability to deeply understand customer concerns and provide thoughtful solutions.
Ownership Mentality: Proactive in improving workflows and taking initiative without being asked.
Collaboration & Communication: Strong teamwork skills and the ability to work cross- functionally.
Growth Mindset: Open to feedback and continuously seeking ways to improve CX strategies.
Proactive & Sales- Oriented: Ability to recognize upselling or cross- selling opportunities that benefit the customer.
PERSONAL DEVELOPMENT
Additional Benefits: Social insurance, Bảo Việt Insurance, 12 annual leave days per year, 13th- month salary, performance bonus, and lots of team- building activities.
Workplace Culture: Join a dynamic, innovation- driven environment focused on employee success.
Career Growth: Fast- track promotion opportunities, including a path to CX Leader.
Professional Development: Gain access to the latest AI tools, automation technologies, and advanced CRM systems to stay ahead in delivering exceptional customer experiences.
WORKING CONDITIONS
Working Location: On- site, 18A Street No. 38, An Khanh Ward, Thu Duc, Ho Chi Minh, Vietnam.
Working Hours:
Monday- Friday: 8:30 AM- 5:30 PM, with a 1- hour lunch break.
Saturday (Culture Day): 6:30 AM- 09:00 AM. We kick off Saturdays with team runs and weekly reflections- mind, body, and momentum aligned.
Make sure you have read and agreed to our working location and hours, including joining our Saturday activities.
