Customer Relationship Representative

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.

Key Responsibilities:

1. Customer Engagement & Support

• Serve as the primary point of contact for customers via Brand.com and any other channels that reach the Company via email, phone, and other digital channels. 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

• Respond to customer inquiries within 1 business day, ensuring high-quality resolution and follow-up.

• Provide accurate and detailed information about Bacha Coffee products, services, and policies.

• Proactively manage customer concerns, complaints, and recovery efforts to maintain loyalty and satisfaction.

2. Order & Delivery Coordination

• Liaise with internal teams (digital warehouse, fulfilment, etc) to ensure smooth processing of eCommerce orders.

• Work with third-party logistics providers to ensure timely and accurate deliveries.

• Support order management during peak sales periods, campaigns, and promotions, including non-office hours as needed.

3. Process Improvement & Insights

• Monitor and analyse customer inquiries and trends, providing insights to improve service quality, operational efficiency, and customer experience.

• Identify recurring issues and suggest solutions to enhance ecommerce site and reduce friction for customers.

• Collaborate with Marketing and eCommerce teams to identify opportunities for upselling, cross-selling, or loyalty initiatives based on customer feedback.

4. Communication & Collaboration

• Coordinate effectively with cross-functional teams to resolve customer issues promptly.

• Maintain clear records of customer interactions, issues, and resolutions for reporting and future reference.

5. Guidance & Standardization

·       Develop and maintain guidelines for customer communications to ensure consistent, professional, and on-brand messaging across all markets.

·       Support country teams in responding to customer inquiries, providing templates, examples, or coaching as needed.

·       Monitor country-level customer interactions to ensure response quality, tone, and accuracy align with brand standards.

·       Provide feedback and training to country teams to improve customer service performance and elevate the overall customer experience.

Requirements:

• Preferred degree in Business, Marketing, eCommerce or related.

• At least 3-4 years of experience in a similar role, previous experience in the luxury retail industry would be a plus.

• Written and spoken native fluency in English and Mandarin; additional language(s) are a plus.

• Detail oriented, organized resourceful and agile with an ability to adapt and problem solve.