Job Description

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 a Customer Care Trainer, you develop and nurture an empowered Customer Care team with service best practices, skills, and knowledge to delight our customers. Reporting directly to the Customer Care Supervisor, you play a vital role in ensuring our Customer Care support team delivers consistent and thoughtful customer service.

You should have /be

• Excellent interpersonal skills, communicator and presenter
• Supportive mentor: Able to give and receive feedback effectively
• High empathy skills and understanding of effective teaching methodologies and the willingness to keep abreast of new coaching techniques
• Excellent coordination and planning skills to assess training needs and develop programs to support our agents
• Excellent time management and organizational skills
• A genuine curiosity to know how things work and how to make them better
• A self-starter with a strong sense of ownership
• Adaptable in a fast-paced environment

• Collaborate with the Customer Care Supervisor to identify company training needs to plan and implement an effective training curriculum
• Drive Customer Care KPIs such as CSAT, service SLAs, and ticket resolution/productivity of the customer care function through improvements in service practices
• Conduct training sessions for Customer Care agents, including, but not limited to: Brand introduction, Customer Care SOPs
• Review agent performance by collating feedback on completed training(s) to evaluate, measure results, and make improvements where necessary
• Develop monitoring processes/Quality Assurance (QA) programs to ensure support teams are empowered to deliver thoughtful customer service
• Day-to-day support and mentoring of Customer Care agents on service escalations
• Conduct yearly performance evaluations to incentivize and reward good performance
• Drive Customer Care agents’ job satisfaction and retention with agent engagement programs
• Support in recruitment and expansion of the Customer Care team to support markets’ growth
• Manage agents’ roster and attendance records
• Support relations with hiring partners, including but not limited to: contract reviews and agreements

• Min. degree in a relevant field
• 2-3 years of experience as a technical trainer, training specialist, or a similar role
• Proficient computer skills, Google Office Suite (Doc, Slides, Sheets, Drive)
• Must have prior experience using an order management system & service desk tools (i.e Freshdesk or equivalent)

• • 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 for both our employees and their wives, Mental wellness support)
• Tailored coaching services for mental wellness

• Learning and development (i.e. subscription plans to best-in-class resources, personal development fund, etc)
• Dedicated leadership training for those with 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 honor and celebrate everyday achievements
  • Internal Referral program