Chat & Commerce Supervisor

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, Hong Kong SAR China and United States of America.

Founded in 2010, we are proudly female-founded with more than 70% female representation across our organisation, 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 Role

As the Chat & Commerce Supervisor, you are responsible for the overall Channel Chat & Commerce revenue, analyze the performance, and ensure the smooth operation of our customer service team. You will be responsible to deliver efficient and high quality service across all channels and be able to convert them to sales.

You are also someone who believes in building customer connections through thoughtful service and raising the bar of what it means to delight our customers. Reporting directly to the Retail & Customer Excellence Manager, you play a vital role in building a high-performance customer service team and elevating the Love, Bonito service culture and experience.

Main Responsibilities :

Transforming the Service Experience

• Explore, propose new ideas, and roll out incremental service improvements to build up a first-in-class service culture for but not limited to – Own Website, and Marketplace.
• Monitor trending customer enquiries and work with internal teams to construct efficient solutions for a seamless service experience.
• Maintain our service tools, including but not limited to: multi channel platform, customer feedback, and website back-end.
• Lead or support in the implementation of new support touchpoints and tools.
• Explore, review, and improve our service policies and customer recoveries.
• Handle customer escalations and provide thoughtful service recovery.

High Performance Customer Service Team

• Ensure the customer service team achieves set KPIs, including but not limited to: Average Service Rating, Revenue, Conversion Rate, and Average Order Quantity.
• Ensure smooth processes, including but not limited to: Customer’s payment, order processing, and refunds.
• Performance analysis and conduct weekly meetings for Management & team weekly and monthly.
• Work with our partners to enable scalable customer service tools with high quality features.
• Manage relations with our partners, including: Contract agreements, invoicing, and annual reviews.

High Contribution in Customer Retention

• Understand the full flow of Customer Relationship Management (CRM) in Love, Bonito.
• Work with Marketing to strategize Customer Retention through Chat Commerce.
• Utilizing customer feedback to further improve Retention strategy.

Requirements & Experiences :

• Diploma, general education degree, or equivalent.
• Willing to work in a shifting schedule (weekday, weekend, and public holidays).
• Good Interpersonal skills (listening, communication and positive motivation).
• Past experience leading a team and good communication skills.
• Knowledge of customer service principles and practices.
• Knowledge of relevant computer applications and social media platforms (Whatsapp, Line, Live Chat, Facebook, Instagram, Email, etc).
• Knowledge of administrative procedures.

What you should be :

• A performance-driven attitude with a hunger and thirst for results and sales.
• Strong analytical skills towards the performance.
• Passion for great customer service and experience.
• A strong leader and are passionate about developing and mentoring agents.
• A strong advocate for our customers.
• Customer-centric mindset - able to perceive experiences through the lens of a customer.
• A resourceful problem solver to address customer escalations.
• Comfortable working with numbers to drive team productivity & performance.
• Strong communication skills to relay customers’ pain points to internal teams.
• Driven, proactive, and adaptable to a fast-paced, changing environment.
• A dependable team player with extreme ownership.
• A great motivator to the customer service team with an approachable demeanor.
• Sensitive to and have the ability to recognize the customers’ needs and wants.