Love, Bonito

Customer Support

• 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.
• 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.
• 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.

Customer Care Executive

Data Analyst

• Reporting to the Data Science and Analytics Manager
• Play a pivotal part in championing a data-driven approach in decision-making through data analytics solutions
• Drive the analysis and business planning to deliver value to stakeholders
• Design, optimize, and maintain intuitive performance dashboards that enable stakeholders to explore data independently and drive strategic decision-making
• Enhance runrate projection models to improve forecast accuracy and align with business growth trajectories
• Develop data-driven models to forecast sales event performance, optimize campaign mechanics, and support merchandising strategy
• Build and maintain customer segmentation and market basket analyses to uncover cross-sell opportunities and inform merchandising decisions
• Conduct rigorous statistical analysis to identify trends, anomalies, and growth opportunities, delivering reusable, scalable analytical frameworks rather than one-off insights
• Evaluate existing aggregation tables for performance bottlenecks and scalability constraints, recommending optimizations that support long-term growth
• Automate recurring workflows to reduce manual effort, improve consistency, and accelerate business outcomes across teams
• Document data models, business logic, and analytical methodologies to ensure solutions remain scalable and maintainable as the business evolves

Data Analyst – Contract

• Reporting to the Data Science and Analytics Manager
• Play a pivotal part in championing a data-driven approach in decision-making through data analytics solutions
• Driving the analysis and business planning to deliver value to stakeholders
• Design, optimize, and maintain intuitive performance dashboards
• Enhance runrate projection models to improve forecast accuracy
• Develop data-driven models to forecast sales event performance
• Build and maintain customer segmentation and market basket analyses
• Conduct rigorous statistical analysis to identify trends, anomalies, and growth opportunities
• Evaluate existing aggregation tables for performance bottlenecks
• Automate recurring workflows to reduce manual effort
• Document data models, business logic, and analytical methodologies

Chief Marketing Officer

• **Main Responsibilities:**
• - Support in developing and rolling-out a solid social media strategy, with strong content planning and storytelling frameworks on organic global social channels such as but not limited to Instagram, TikTok, Facebook.
• - Management of global social media calendars and daily social operations across global social platforms ensuring timely content posting and fostering effective engagement with followers.
• - Lead the creation and execution of social media content and activations (including social-led campaigns, IG Lives, social giveaways, etc), ensuring alignment with brand guidelines and marketing objectives. This includes filming and editing of content.
• - Oversee community interactions by responding to comments and messages, and fostering meaningful engagement with our audience.
• - Monitor, track, analyze, and report on social media performances using tools like Falcon IO and Tableau.
• - Continuously test and optimize our organic social media channels, audiences, visual creatives, and copy.

Marketing Executive, Global Social

Manager

• Meet sales goals by leading, managing, mentoring, and providing feedback to a team of full-time and part-time retail associates.
• Inspire and motivate the retail team to work towards collective goals.
• Manage retail performance and operations: Customer Care, Sales & Stock Management, Visual Merchandising, Operations, Human Resources, Loss Prevention.
• Develop strategies to enhance store customer experience and drive sales performance.
• Train, mentor and enable team to provide considerate service to all customers.
• Develop, improve and optimize retail processes to improve productivity and store operations.
• Assist with receiving new stock, control returns/damages/transfers, and open/close cashiers.
• Monitor and order inventory; ensure highest level of inventory accuracy.
• Oversee general store administration and ensure compliance with policies and procedures.
• Maintain outstanding store condition and visual merchandising standards; optimize in-store displays with VM team.
• Conduct stock taking exercises as required.
• Conduct manpower resource planning, manage shift schedules and retail staff budget to achieve optimal staffing.
• Conduct weekly business reviews to expand customer base, increase store traffic and optimize profitability.
• Handle staff and customer issues, complaints and grievances.

Store Manager

Financial Planning and Analysis

• Reconciliation of receivables from our marketplace, ensure that it tallies and follow up for outstanding matters/discrepancies
• Assisting in invoice processing and reconciliation
• Assisting to prepare schedules for month end closing
• Updating of cash flow and bank balances
• Assist in other ad hoc duties as required

Finance Intern

Software Engineer

• Responsible for development of SAP integration with third party apps
• Design, develop, and implement customizations, enhancements, and reports using SAP B1 Software Development Kit (SDK) and relevant programming languages (e.g., C#, SQL)
• Plan and execute data migration strategies to transfer data from legacy systems to SAP B1, ensuring data accuracy, completeness, and integrity
• Integrate SAP B1 with third-party applications or systems using SAP B1 Integration Framework or middleware tools to ensure seamless data flow
• Provide technical support to end-users for customizations, reports, and interfaces; collaborate with IT team to resolve technical problems
• Gain hands-on experience with SAP development using APIs

Customer Care Executive

Data Analyst – Contract

Data Analyst – Contract

Marketing Executive, Global Social

Store Manager

Finance Intern

SAP Business One Application Developer