LAUNDRYHEAP Hiring for Customer Service Associate (Escalations) at Bangalore Full Time

The overview of the role:

Laundryheap is an award-winning and industry-leading startup that is revolutionising laundry and dry cleaning. We collect, clean, and return customers’ items in as little as 24 hours, often making us the fastest in our industry.

Headquartered in the UK, our service is available in 11 international markets, and we’re currently in the process of expanding further across Europe, Asia, and North America.

We are now 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:

You 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.

You will be responsible for delivering a brilliant customer experience to Laundryheap’s customers who require help, most commonly via our live chat and service.

Your responsibilities include, but are not limited to:

• 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 organisation / 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, prioritising and maintaining a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year.
• Working closely with account managers to ensure the customer’s needs are exceeded and feedback is communicated to all stakeholders.

Minimum Skills Required:

• Relevant years of experience should be between 2-5 years.
• 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 organisational 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:

• 3+ years of experience in customer service and escalation management (Chat/Email).
• 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.

Number of positions open : Multiple

Work Schedule and Patterns:

• 8-hour shift
• 5 days a week
• Office-based role

Note: Immediate joiners are preferred.

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!