Join the Bacha Coffee team
Great ideas start with coffee, Bacha Coffee starts with you. We are headquartered in Singapore with coffee rooms and boutiques in Europe and Asia currently. We are expanding aggressively to achieve a worldwide presence in the upcoming months...
Bacha Coffee specialises in 100% Arabica coffees and provides customers with a unique opportunity to travel the world through their cup by exploring harvests from over 30 of the most well-reputed coffee producing countries. Even our distinctive fine blended, fine-flavoured and naturally decaffeinated coffees are produced using only 100% Arabica beans to give coffee lovers the widest choice, without ever sacrificing quality or flavour.
The qualities that have made Bacha Coffee a legendary brand around the world also make us a great place to work: innovation, creativity, passion, and excellence.
Job Summary
Bacha Coffee is hiring a Customer Service professional to handle all incoming customer inquiries and calls in regard to our Brand, products, and eCommerce orders via Brand.com as well as pure player eCommerce marketplaces.
The role requires knowledge of the online luxury retail business and a solid foundation of quality service standards.
Primary Relationships
The position reports to the eCommerce Manager.
Within the organisation, this position has primary working relationships with the eCommerce team, IT and Warehouse teams, as well as staff with similar positions within partner and franchise organisations.
Outside the organisation, the position coordinates primarily with vendors and service providers (marketplace enablers, third-part logistics providers etc.) as well as customers from online and social media platforms.
Responsibilities
- Manage engagement with customers to ensure care is taken to uphold the best standards of service including response time, quality of replies, follow up, etc.
- Handle all incoming calls and customer inquiries via Brand.com and any other channels, responding in a professional manner, and helping customers to resolve their issues. Ensuring that queries are replied within 1 business day.
- Be able to provide information about Bacha Coffee’s products and services when necessary.
- Initiate email correspondence with customers, when required.
- Liaising with external partners, such as third-party logistics providers, to ensure timely deliveries.
- Ensure availability during non-office hours during peak sales periods to assist when required with mega campaign order processing and customer service.
- Monitor customer inquiries, and provide insights into customer behaviour and suggest improvements to increase customer satisfaction, engagement and commercial opportunities.
- Working internally and with external teams to ensure that strong relationships are built and maintained with high-net-worth customers to enhance their experience with Bacha Coffee.
- Assist in developing and implementing customer service policies, procedures and standards to ensure that Bacha Coffee’s standards and quality are consistently upheld.
- Monitor response times, customer recovery standards, ensuring that targets and KPIs are met.
- Coordinate and communicate with internal teams, including the digital warehouse, to ensure that customer queries and issues are resolved promptly, with quality.
- Utilise customer care systems or other tools to follow up, close cases, and proactively outreach to customers when required.
Requirements
- Minimum 3 – 5 years of working experience in a customer service role.
- At least 2 years of working experience in online D2C.
- At least 2 years of experience operating pure player marketplace backend systems.
- Strong communication and interpersonal skills, with an excellent command of English
- Meticulous, adaptable, possess an eye for detail and the ability to work independently in a fast-paced environment.
- Proficient with MS Office applications.
- Experience in mentoring team members is a plus.
- Experience in utilising customer care management tools is a plus.
- Positive character who is able to pivot across multiple tasks.
Bacha Coffee is an equal opportunity employer. Only shortlisted candidates will be notified.
