Customer Service Representative

About Company:
Established in 2015, Washmen is your go-to app for outsourcing your dry cleaning and laundry. An award-winning pioneer in its industry, Washmen is well recognized for its quality, consistency and convenience. Washmen’s mission is to replace your washing and drying machine using state of the art technology and user-friendly app. The service is aimed at people who lead busy lives and need quick solutions for tasks that consume big chunks of their day.
Washmen operates in Dubai & Abu Dhabi and caters to more than 50,000 users. Washmen’s offices in Dubai, Beirut & Istanbul are home to a steadily growing team of young professionals.
Job Title: Customer Service Representative – English and Russian Speaker
Job Type: Full-Time
Job Overview:
Washmen is a leading laundry service provider committed to delivering exceptional service and convenience to our customers. We pride ourselves on our high-quality cleaning and customer satisfaction. We are seeking a dedicated and friendly English and Russian-speaking Customer Service Representative to join our team and help us continue to provide outstanding service to our diverse clientele.
Customer Service representative – English/Russian Speaking, who has experience in call centre. Our objective at Washmen is to deliver best in class customer service. This involves delighting our customers at every touch point that they interact with our company. Whether it be phone, SMS, email, in-app chat or personal deliveries, the objective is to make sure the customer’s experience is surprisingly good and exceeds his expectations. This requires friendliness, empathy, sympathy, compassion, humility and at lot of patience.
Washmen is gearing up to scale. Being part of one of the fastest growing startups in the Middle East, Washmen will provide you with a unique experience; helping shape a company facing the adventures and challenges of growth.
Qualifications:
Language Skills: Fluency in Russian and English (both written and spoken) is required.
Customer Service Experience: Previous experience in a customer service role, preferably in a retail or service environment, is advantageous.
Responsibilities:
· Deliver superior service to customers by always positively surprising them.
· Be proactive in handling potential customer difficulties
· Be proactive in addressing potential operational breakdowns
· Think like an owner and make suggestions to improve the business like an owner
· Communicate with empathy and compassion.
· Learn and internalize the Washmen process for handling damage and missing item claims.
· Proactively manage customer expectations in a manner that is realistic.
· Manage the customer’s experience and steer it towards a positive experience.
· Always be 2 steps ahead of any customer claim or resistance to a proposal and address it in advance.
· Develop and acquire a strong laundry and dry-cleaning knowledge base to address customer claims with confidence and explain cases. This relaxes customers and increases their trust in our service.
· Continuously suggest methods to improve the customer service process.
· Develop empathy
· Learn the company’s Customer Service Principles and learn to balance a principle-based approach to customer service with our Procedural based approach.
· Always maintain a light-hearted, professional but very friendly and personal tone on the phone.
· Pursue continuous learning in the fields of communication, customer service and laundry.
· Pursue knowledge in personal matters of interest at least 1 hour a week on company time.
· Identify personal limitations and request help from peers and management when you need it.
Requirements
● 1-2 years of experience in customer experience with a bachelor’s degree.
● Excellent English and Russian communication skills, written and spoken.
Job Type: Full-time
Salary: AED4000 per month
Ability to commute/relocate:
Jebel Ali: Reliably commute or planning to relocate before starting work (Preferred)