Customer Care Executive (6 months Maternity Cover)
Love, Bonito, Singapore

About Us

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are the leading direct-to-consumer womenswear brand, headquartered in Singapore, with an omni-channel presence across Indonesia and Malaysia, a retail franchise in Cambodia, and are fast expanding into international markets namely Japan, and Hong Kong SAR China and the United States of America.

Founded in 2010, we are proudly female-founded with more than 70% female representation across our organization, leadership and STEM roles (#girlpower!). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right!).

The Team

The Love, Bonito team is a passionate, dynamic, innovative and fun-loving family. From fashion-lovers, savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus - our customer, the Love, Bonito woman. She is at the heart of everything we do and we pride ourselves in always taking an innovative, data-centric yet considerate approach in creating the right experiences, products and content for her. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial.

If you’re looking for a dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!

The role

As a Customer Care Executive, you constantly push the boundaries of what it means to delight our customers. Reporting directly to the Customer Care Supervisor, you play a vital role in elevating our service experience by empowering our support team with effective tools and customer-centric policies.

You should have/be

• A customer-centric mindset - always thinking of the customer first!
• A genuine curiosity to know how things work and how to make them better
• Team-player Ability to work cross-functionally, lead or support in projects
• Analytical and comfortable with numbers
• A self starter with strong sense of ownership
• An excellent communicator
• Adaptable in a fast-paced environment
• A growth mindset Enjoy learning new things and pick them up quickly

Main responsibilities

• Drive KPIs of the customer care function through improvements of agent tools and service practises
• Specialise in service desk optimization and other products within the solution
• Conduct research, including, but not limited to: Competitor analysis, service policy enhancements
• Propose service or process improvement(s) with clear analysis and recommendations
• Lead or support in customer care related projects: i.e Implementation of new support touchpoint
• Onboard the support team on new process flows, where necessary
• Review agent workflows, identify inefficiencies and streamline processes
• Collaborate with external teams in content review and ensure customer-centric messaging across our touchpoints (i.e Promo mechanics, Tamp;Cs)
• Assist the team supervisor during sale/special campaigns and ensure our support team operates smoothly during peak season
• Handle exceptional customer escalations or communications

Requirements

• Min. diploma in a relevant field
• 1-2 years experience in customer service, operations or project management role

• Experience using an order management system; service desk
• Proficient in Excel amp; comfortable with numbers

Benefits

• Full corporate insurance
• Staff discounts
• A dynamic, no corporate-BS environment to learn, grow, and really make an impact

Job Rewards and Benefits