Customer Support Executive

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.

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.

If you’re ready to turn every interaction into an opportunity to create value, this role is for you.

Essential Roles and 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.

1. Must-have Requirements:

• Experience: 2+ years in Customer Experience, Customer Success, or E-commerce support (preferably experience in working DIRECTLY to customers).
• 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.

2. Nice-to-have Requirements:

• Collaboration & Communication: Strong teamwork skills and the ability to work cross-functionally.
• 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.
• 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.

• Compensation: 11.000.000 - 17.500.000 VND/month + incentive based on performance (negotiate).
• 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.
• Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.
• Additional Benefits: Social insurance, Bảo Việt Insurance, 12 annual leave days per year, 13th-month salary, performance bonus, and lots of team-building activities.