Customer Success Executive

7 days ago

West Denpasar Bali, Indonesia PT BONJOUR BALI STORE Full time 25,000,000 - 45,000,000 per year
Customer Success Executive – Bonjour Bali
Location: Denpasar, Bali
Employment Type: Full-Time (On-Site or Hybrid)
Work Schedule: Monday – Saturday, 9 AM – 6 PM

Position Summary

The Customer Success Executive plays a key role in ensuring every Bonjour Bali client and vendor partner enjoys a premium experience.

They are responsible for managing customer interactions, resolving inquiries efficiently, building loyalty, and supporting post-purchase follow-up across the platform.

This role requires excellent communication skills, a positive attitude, and a strong understanding of the Bonjour Bali brand voice.


Key Responsibilities
1. Customer Relationship Management
  • Respond to all customer inquiries via WhatsApp, Instagram, and email in a warm, professional tone.
  • Provide detailed product information and guide users through purchases or returns.
  • Handle VIP or repeat customers with personalized follow-up to build loyalty.
  • Maintain strong product knowledge across all vendors and collections.
2. Issue Resolution & Feedback
  • Manage post-purchase questions, exchange, or refund requests following Bonjour Bali SOPs.
  • Track customer satisfaction levels and collect feedback for internal reporting.
  • Proactively identify recurring issues and suggest solutions to improve the experience.
3. Reporting & Coordination
  • Log and track customer interactions in the internal CRM or Google Sheets.
  • Share weekly feedback summaries with the Operations and Vendor teams.
  • Support marketing and community campaigns with feedback-driven insights.
4. Vendor & Order Coordination
  • Coordinate with warehouse, vendor, and delivery teams to ensure smooth order fulfillment.
  • Follow up on delays or order updates and keep the customer informed in real time.
  • Ensure clear communication between customer and vendor teams when needed.

Qualifications
  • Bachelor's degree in Business, Communication, or related field.
  • 2 years of experience in customer service, client relations, or e-commerce support.
  • Excellent communication in English and Bahasa Indonesia (spoken & written).
  • Familiar with WhatsApp Business, and CRM tools.
  • Strong empathy, patience, and problem-solving skills.
  • Organized, detail-oriented, and proactive personality.

Why Join Bonjour Bali
  • Be part of a fast-growing Bali-based fashion & lifestyle marketplace.
  • Work with a passionate, creative, and international team.
  • Direct contribution to customer experience, brand loyalty, and community growth.
  • Opportunities for professional development and leadership progression.

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