Customer Service Associate (Rotational Shifts)

customer'sLaundryheap is the world's fastest-growing on-demand laundry and dry cleaning service, operating in over 20 cities across 12 countries, including the UK, UAE, USA, France, and Singapore. Our mission is to redefine convenience in urban living through fast, eco-friendly, high-quality service with a 24-hour turnaround.

We are looking for an energetic and detail-oriented individual to work for us in our overseas office (Bengaluru, India). As we are an international brand working with different time zones, we require the potential candidate to be flexible to work in shift patterns (mostly nights).

You'll make a difference:

The Customer Service - Associate will be responsible for communicating with customers and ensuring that an appropriate response/solution is given to all issues, concerns, questions, and compliments to guarantee customer satisfaction and brand loyalty.

The roles & responsibilities can be broadly outlined as follows:

• Responding accurately and timely through all communication channels, including email / live chat.
• Maintaining customer contact for all conversations escalated.
• Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders.
• Acting as an ambassador for Laundryheap, using knowledge of the organization / our offerings to promote Laundryheap positively at any given opportunity.
• Liaising with all stakeholders to resolve customer complaints in the most efficient and effective manner, referring issues using correct escalation procedures.
• Creating invoices through the online ordering system.
• Achieving relevant KPIs that allow us to drive business results and improve the overall customer experience.
• Planning, prioritizing, and maintaining a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year.
• Working closely with account managers to ensure the customers' needs are exceeded and feedback is communicated to all stakeholders.

Minimum Skills Required:

• Relevant years of experience should be between 2-5 years.
• 2+ years of experience in customer service and escalation management (Chat/Email).
• High Proficiency in English (both spoken and written).
• Prior contact with Intercom or any other relevant software.
• Email / live chat customer support experience.
• Proficient Google Sheets skills.
• Exceptional analytical and organizational skills.
• Experienced in the investigation of quick resolution and escalation.
• To-do attitude and problem-solving state of mind.
• Strong multitasking skills in a high-energy environment.
• Customer-orientated.
• Be flexible and supportive of the team.

Desired Skills & Experience:

• Former experience in a tech start-up.
• Able to continually seek improved ways of working.
• Experience of working in a fast pace, customer service environment.
• Analytical with an understanding/ passion for data-driven decisions.
• Empathetic and passionate with a desire to develop.
• Speed, flexibility, and agility.
• Ability to work independently in a rapidly changing environment.

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week (2 week-offs based on rota)
• Night Shifts (05:30 PM to 02:30 AM IST, 08:30 PM to 05:30 AM IST, 01:30 AM to 10:30 AM IST)
• Office-based role

Benefits:

• Night shift allowance (in addition to the CTC)

Note:

• Bengaluru-based immediate joiners are preferred.
• Designation may vary based on organizational structure.

Please complete the application form in our job portal via the link below.

https://apply.workable.com/laundryheap-2/j/2141E5E8CE/

In case you are not able to connect directly to the link, feel free to copy and paste the link onto your search box.

We love to work with ambitious, proactive people who have a can-do attitude and are confident decision-makers. So, if this sounds like you, take this opportunity and apply to join the International Laundryheap Team today!