Customer Service Specialist

Laundryheap is an award-winning and industry-leading startup that is revolutionizing 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 12 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. 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 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:

• 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 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
• You communicate fluently and professionally in English. Proficiency in French and Spanish language would be a plus!
• Ability to commute to the office (a We-Work location in Central London) a few times a month.

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• Monday to Friday
• Hybrid Role, London Based

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