Customer Service Associate (Escalation) - Rotational Shifts

Founded in 2014, Laundryheap is one of the youngest, leading, and fastest-growing UK-based tech startups. Our dedicated teams pick up, clean, and deliver laundry and dry cleaning within 24 hours. We are currently operating in 13 countries, including the UK, the US, and the UAE. We aim to grow further, and we want you to be part of it!

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.

You’ll make a difference:

As the Customer Service Associate (Escalation) you will be responsible for supporting the Customer Operations Team by ensuring that an appropriate response/solution is given to the escalated matters to guarantee customer satisfaction and brand loyalty.

Your responsibilities include, but are not limited to:

• Investigate, manage, and resolve escalated and complex customer concerns such as service complaints 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 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:

• Excellent written and verbal communication, impeccable spelling and grammar in English. French is a plus!
• 4+ years of experience in a customer service role (preferably International process).
• 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.
• Decisive and solution-oriented, able to take and communicate difficult decisions and write difficult e-mails.
• 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 prioritize, de-escalate difficult situations, and manage customer expectations.
• Strong problem solver with the ability to show initiative/forward-thinking, assertiveness, and proactivity.

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week (2 week-offs based on rota)
• Rotational Shifts - including night.
• Office-based role

Note: Immediate joiners are preferred. Designation may vary based on our organizational 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!