Customer Care Executive

About us

Love, Bonito is Southeast Asia's leading womenswear brand, built with a mission to empower women to find confidence through style. Incorporated in 2010 in Singapore, we've since grown from a humble online startup into a multi-channel business with over 20 stores and counting across Asia and a thriving online presence.

For the next decade, we are looking to expand through new categories, markets, wholesale partnerships, and brand acquisitions. We are evolving into a next-generation regional consumer group — one that blends heart with performance, and creativity with technology.

At our core, we're a team of builders, dreamers, and doers who believe culture is more than words on a wall — it's how we show up every day. We move fast, stay curious, and take bold bets on ideas and people we believe in. Here, you'll find a community that challenges you to grow, trusts you to lead, and celebrates you for being you. Together, we're shaping the future of Asian brands — from right here in Southeast Asia, to the world.

Why join us?

At Love, Bonito, you'll do more than just a job — you'll help build a movement. We're creating an organization that's lean, bold, and full of heart — where every person has the space to make an impact. Here's what you can expect:

• Purpose with performance: We're building a world-class Asian brand that competes globally. We hold ourselves to high standards and operate with purpose, integrity, grit and excellence. Join us if you take customer service excellence seriously and are passionate about creating real impact
• Growth that's real: We are known to be incredibly dynamic and fast-paced. You'll be expected to learn fast, stretch beyond your comfort zone, and work alongside people who challenge and support you in equal measure. Don't join us if you're looking for a comfortable, fully structured setup, but do join us if you're excited to build, shape, and make an impact together
• Culture at our core: If you're looking for a no-corporate-BS environment, you'll fit right in. We lead with empathy, celebrate individuality, and believe that great work comes from trust, not titles. We believe in teamwork and effective collaboration - because when we run together, we go further. If this speaks to your values, come join us and be part of #TeamLB

Join us as we redefine what it means to build an enduring global consumer group.

The role

As a Customer Care Executive (Middle-Lead), you play a pivotal role in shaping Love, Bonito's first-in-class service experience across e-commerce and chat commerce platforms.

You are responsible for the smooth operation of our customer service team, to deliver efficient and high quality service across all service touchpoints. With a direct pulse of our customers' feedback, you will work closely with internal teams and partners to drive meaningful service initiatives.

You are someone who believes in building customer connections through thoughtful service and raising the bar of what it means to delight our customers. This is a hands-on, high-impact role that combines daily operations, process improvement, and light leadership, ideal for someone ready to grow into a future Customer Care Lead.

Main responsibilities :

Service Excellence & Daily Operations

• Handle customer enquiries across email, chat, social media, and chat commerce platforms (WhatsApp, Instagram, TikTok Shop, etc) in both English and Bahasa Indonesia.
• Provide real-time, conversational support to drive sales, resolve issues, and enhance customer satisfaction.
• Manage and guide in-house and BPO agents on tone, policy, and escalation handling to maintain consistency.
• Handle exceptional or sensitive escalations and deliver thoughtful service recovery.
• Resolve post-purchase issues (returns, refunds, delivery) with empathy and accuracy.
• Review escalations or sensitive cases, ensuring thoughtful service recovery and timely resolution.
• Monitor chat performance metrics (response rate, conversion rate, CSAT) and propose improvements.

Process & System Improvements

• Drive KPI performance (CSAT, SLA, FCR) through workflow, system, or macro optimization.
• Optimise Zendesk / Qiscus configuration, reporting dashboards, and FAQ or macro content.
• Identify recurring issues, propose process fixes, and support cross-functional rollouts with Ops, Tech, and Retail teams.
• Participate in CX improvement projects, e.g. new touchpoints, AI chat, or help center updates.
• Review and update service policies and communication templates for clarity and customer focus.

Team & Partner Enablement

• Act as a middle-lead for both in-house and BPO agents — guiding, mentoring, and supporting daily operations.
• Assist the Supervisor in training, onboarding, and workflow documentation.
• Support agent onboarding, training, and knowledge refreshers.
• Support BPO vendor management, including feedback loops, performance reviews, and process alignment.
• Track ticket and chat volumes across platforms to support forecasting and manpower planning.
• Assist during campaign periods (e.g. 11.11, year-end sales) to ensure smooth coordination and coverage.

Requirements

Qualifications & Experience

• Diploma or Professional Degree in a relevant field.
• 2–4 years' experience in customer service, e-commerce, or operations
• Hands-on experience with service desk tools (Zendesk, Qiscus, or equivalent).
• Familiarity with CRM or order management systems (Magento, TikTok Shop).
• Proficient in Excel / Google Sheets for reporting and performance tracking.
• Prior exposure to BPO coordination or small-team leadership preferred.
• Excellent communication in English and Bahasa Indonesia

You Should Have/Be

• A customer-first mindset, with genuine empathy and attention to detail.
• Bilingual proficiency in English and Bahasa Indonesia (both written and spoken).
• Experience working in a hybrid setup (in-house + BPO) and aligning standards across teams.
• A resourceful problem solver to address customer escalations
• A team player who thrives in fast-paced, cross-functional environments and great motivator to the customer service team with an approachable demeanour
• Analytical and structured; comfortable working with numbers and identifying trends.
• A self-starter with ownership, initiative, and adaptability.
• Excited about digital retail and live commerce, understanding the nuances of customer behaviour on these platforms.