Business Operations Associate

Key Responsibilities

Buyback Trade-In (BBTI) & Supply Coordination

• Act as the first layer of response for enquiries coming from our business partner frontliners regarding the Buyback Trade-In (BBTI) process.

• Review every incoming BBTI transaction to ensure frontliner submissions are accurate and complete before final approval.

• Communicate directly with third-party logistics (3PL) partners to coordinate and confirm deliveries for the following day.

• Arrange exchange schedules for customers participating in online trade-in programs.

• Address all BBTI-related questions from customers promptly.

• Make small, on-the-spot decisions to resolve partner or customer issues and record these in a "Judgment Log" for weekly review with the business team.

Sales Conversion & Customer Experience 

• Manage chat-based enquiries from customers with the intent to build trust, answer questions, and ultimately close deals.

• Provide precise, accurate information about products and processes to manage user expectations, which is essential for a 5-star customer experience.

• Maintain high responsiveness in chats, as promptness is a critical factor in driving sales conversion.

• Proactively ask for a customer review after every successful transaction to help the brand maintain high ratings.

• Utilize deep inventory knowledge to handle upselling and provide context-based answers to potential buyers

• Coordinate closely with operations and sales staff on the ground in Singapore regarding shipping schedules, real-time unit availability, and reservations for offline meetups.