Customer Support Associate (Email & Chat)

Role Overview: As a Customer Service Associate (Escalation) at Laundryheap's overseas office in Bengaluru, India, you will play a crucial role in supporting the Customer Operations Team to ensure escalated customer concerns are addressed effectively to uphold customer satisfaction and brand loyalty. Being part of an international brand, you must be flexible to work in shift patterns due to different time zones. Key Responsibilities: - Investigate, manage, and resolve escalated and complex customer concerns such as service complaints or refunds, identifying root causes to prevent future risks. - Offer innovative solutions to support customers while following internal processes and terms and conditions. - Report insights and trends of customer dissatisfaction to the Customer Operations Manager for process improvement. - Build strong relationships with various stakeholders across operations teams and the wider business. - Focus on delivering a supportive customer experience and achieving timely and fair outcomes. - Meet and exceed KPI benchmarks to drive business results and enhance overall customer experience. Qualifications Required: - Excellent written and verbal communication skills with impeccable English grammar. Knowledge of French is a plus. - Minimum 4 years of experience in a customer service role, preferably in an international process. - Strong interpersonal skills to communicate effectively with customers and colleagues. - Customer-focused mindset with a track record of delivering high standards of service. - Ability to make decisive decisions, handle difficult situations, and adopt new technology quickly. - Capable of managing priorities in a fast-paced environment with a high level of accuracy and attention to detail. - Skilled in de-escalating situations, managing customer expectations, and showing initiative and proactivity in problem-solving. Additional Company Details: Laundryheap, founded in 2014, is a rapidly growing UK-based tech startup operating in 14 countries. The company offers laundry and dry cleaning services with a commitment to providing quick turnaround times. With a focus on international expansion, Laundryheap values ambitious individuals with a proactive mindset and strong decision-making abilities. Immediate joiners are preferred for this office-based role with rotational shifts, including night shifts. If you possess a can-do attitude and align with our values, seize this opportunity to join the dynamic International Laundryheap Team today!,