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6 Laundryheap Jobs
Customer Support Associate - Escalation Specialist
3-6 years
Bangalore / Bengaluru
1 vacancy
Customer Support Associate - Escalation Specialist
Laundryheap
posted 2 weeks ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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 14 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 in 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.
You ll make a difference:
You will be responsible for communicating the escalated issues with customers and ensuring that an appropriate response/solution is given to the escalade matter to guarantee customer satisfaction and brand loyalty.
Your responsibilities include, but are not limited to:
- Investigate, manage, and resolve escalated and complex customer queries such as claims or refunds, including determining the root cause of the problem to mitigate any future risks.
- Think outside the box and propose solutions to support our customers whilst adhering to internal processes and following terms and conditions.
- Highlight any insights and customer dissatisfaction trends to the Customer Operations Manager, and make recommendations to improve processes or customer journeys through feedback to the relevant departments.
- Develop productive working relationships with a range of stakeholders across the operations teams & wider business.
- Focus on providing a supportive customer experience and ensuring that timely and fair outcomes are achieved.
- Reach and exceed relevant KPIs benchmarks that allow us to drive business results and improve the overall customer experience.
Minimum Skills Required:
- High proficiency in English (both spoken and written)
- Customer Service/operations experience, ideally within consumer service industries/e-commerce or similar matrix businesses
- Strong interpersonal skills, able to communicate effectively and confidently with customers and colleagues alike
- Exceptionally customer-focused, understands and has delivered high standards of customer service
- A focus on quality, attention to detail, and speed in an Operational environment
- Decisive and solution-oriented, able to take and communicate difficult decisions and write difficult emails
- Technology Savvy. You re quick to adopt and use new technology and software
- Ability to manage and adapt in a busy, fast-paced environment
- A high level of accuracy and attention to detail, required to manage priorities at a pace
- Ability to prioritise, de-escalate difficult situations, and manage customer expectations
- Strong problem solver with the ability to show initiative/forward-thinking, assertiveness, and proactivity
- You communicate fluently and professionally in English. Proficiency in the Spanish or French language would be advantageous.
Work Schedule and Patterns:
- 9-hour Rotational Shift Timings (8 working hours)
- Wednesday to Sunday shift
Note:
- Immediate joiners are preferred. Designation may vary based on our organisational structure.
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!
Employment Type: Full Time, Permanent
Read full job description
What people at Laundryheap are saying
Customer Support Associate salary at Laundryheap
reported by
4
employees
with 2-5
years exp.
₹4.2
L/yr - ₹5
L/yr
54%
more
than the average Customer Support Associate Salary in India
View more details
What Laundryheap employees are saying about work life
based on 18 employees
Flexible timing
Rotational Shift
No travel
Night Shift
Laundryheap Benefits
Team Outings 
Work From Home 
Soft Skill Training 
Health Insurance 
Job Training 
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