Remote Customer Care Assistant Manager

Summary

Join our dynamic team at Love, Bonito as the Customer Care AM/Manager and ensure seamless customer care operations. You will manage a team of customer service agents to deliver efficient and high-quality service across support channels.

Requirements

• Diploma or Professional Degree in a relevant field
• 3-5 years in e-commerce, customer service or operations
• Proficient in using service desk tool (i.e Zendesk or equivalent) and CRM platforms
• Prior experience leading a team
• Comfortable with numbers and proficient in Excel

Responsibilities

• Propose and implement service improvements to foster a first-class service culture
• Monitor trending customer inquiries and collaborate with internal teams for service or productivity-related improvements
• Optimise & manage our service tools, including: Service help desk, performance dashboards, report creation, FAQs and website widget
• Lead or support the implementation of new support channels and tools to improve our service delivery, including but not limited to: Live Chat
• Review and enhance our service policies and customer recovery processes
• Work closely with Product team to troubleshoot, impact size & prioritisation of bug fixes or new features
• Collaborate with our fulfilment team and troubleshoot any order-related issues, ensuring prompt updates to our customers
• Support any cross-functional project implementations on customer support related matters
• Collaborate with Retail, Communications and Marketing teams to ensure consistency in customer communications, across our channels
• Handle omnichannel customer escalations and provide thoughtful service recovery
• Responsible for team KPIs, such as: CSAT, response time SLAs, agent productivity
• Manage resourcing & budget of our Customer Care team, including: Enquiry volume forecasting, headcount proposal through to onboarding
• Work with our BPO partners to enable a scalable customer care team with consistent, high quality service
• Manage relations with our BPO partners, including: Contract agreements, invoicing and annual reviews
• Manage onboarding program for customer care agents from: training material creation, screening talent, interview and ensuring smooth agent onboarding
• Facilitate agent training sessions and briefings for ongoing campaign and promotional offers
• Support agent retention efforts with robust appraisal process and engagement programs

Benefits

• Flexible Work Arrangement: Work from anywhere*!
• Hybrid work and adjustable hours - as long as present during our core working hours
• Comprehensive corporate insurance (Fully covered visits at our panel clinics, Dental coverage, Maternity reimbursement)
• Learning and development (i.e. subscription plans to best-in-class resources, personal development fund etc)
• Dedicated leadership training for those of managerial responsibilities
• Friday pm off for learning
• Generous staff discount off LB products
• Corporate partnerships with a variety of companies
• Welcome to #TeamLB swag and store gift cards (get your LB work outfit on us!)
• Employee driven peer-to-peer recognition platform to honour and celebrate everyday achievements
• Internal Referral programme