Boughtnex Pte Ltd – Operations & Customer Experience Intern

At Boughtnex Pte Ltd, Operations and Customer Experience is the foundation to our success.

We believe this is a demanding role that requires a broad skill set to be successful. You are directly responsible for making sure the orders get to the right people at the right time. In addition, you ensure we deliver thoughtful customer experiences at every touch point with customers & their recipients, and always strive to make a positive difference in our customers’ lives.

You will need to work closely with internal teams and external partners to create a seamless.

Working hours are Monday to Friday, 9am to 6pm. However, you should also be prepared to work on weekends and/or public holidays to support selected peak gifting seasons’ operations (eg. CNY, Valentine’s Day, Mother’s Day, Father’s Day, Christmas, etc.).

RESPONSIBILITIES:

Take charge of managing & processing daily sales orders & customer requests

In charge of preparing orders for our various platforms

Manage & ensure orders are processed in a timely manner

Assist customers with edit requests related to their orders

Work closely with production team and delivery partners to track and ensure all orders for the day are correctly prepared, dispatched, and delivered on time

Review and verify relevant invoices prior to passing to accounts for payment

Strategize, plan and implement measures to ensure smooth operations & deliveries, particularly during seasonal peak periods.

Champion customer experience

Manage enquiries across all online channels, including email, Facebook and Instagram messages in a timely manner

Ensure enquiries & feedback are responded with urgency, love & empathy

Anticipate customers’ needs, go above-and-beyond to deliver good experiences consistently

Drive impactful business enhancements with data-driven insights

Set up & maintain internal tracking to monitor performance/insights with regards to Operations & Customer Experience

Dive deep into customer inquiries and feedback, and keep the entire team updated of the customer needs, pain points and any potential areas for service improvement/expansion

Identify, propose & work closely with relevant internal teams to implement business process changes and achieve operational efficiency & delightful customer experience at scale

Identify new logistic partners, negotiate with existing logistics partners and research routing software and relevant technologies, as and when need, in order to push for critical changes to improve operational workflow

Other responsibilities:

Coordinate with suppliers & partners for stock replenishment, receive & QC received products, maintain accurate inventory list

Assist with other projects/tasks as and when required

REQUIREMENTS:

Preferably candidates with good knowledge and/or prior experiences in startups, ecommerce operations, last-mile logistics and/or customer service

Highly organized, adaptive to changes & uncertainties, and loves putting processes in place to ensure everything runs like clockwork

Ability to think quickly on one’s feet, have resourcefulness and a desire to resolve issues effectively & put everything in order

Customer experience obsessed, taking pride in making every touchpoint a delightful experience for customers, able to handle challenging customers/situations independently and convert a not-so-optimal experience to a wow experience

Must have a positive attitude & a strong sense of urgency, must be willing to learn, and get your hands dirty (literally!)

Comfortable working independently in a fast-paced startup environment, and as part of a very small team