Customer Support Associate (Email & Chat)

About Laundryheap

Established in 2014, Laundryheap has rapidly emerged as a leading technology startup based in the UK, specializing in laundry and dry cleaning services. Operating across more than 14 countries including the UK, US, and UAE, Laundryheap delivers next-day service for pickup, cleaning, and delivery. The company is expanding further and invites dedicated candidates to join their team in Bengaluru, India.

Job Overview

We are seeking a dynamic and detail-conscious individual to join our Bengaluru office as a Customer Support Associate. Given the multinational nature of Laundryheap and varying time zones, flexibility to work night shifts is essential.

Key Responsibilities

• Respond promptly and accurately to customer inquiries through email and live chat channels.
• Maintain customer engagement and follow up on all escalated communications.
• Ensure professionalism and appropriate tone in all verbal and written interactions with customers and internal teams.
• Serve as a brand ambassador by effectively promoting Laundryheap’s services whenever possible.
• Coordinate with relevant stakeholders to resolve customer complaints efficiently, escalating issues via proper protocols as needed.
• Generate invoices within the online ordering system.
• Meet performance indicators aligned with enhancing business outcomes and customer experience.
• Manage workload by planning and prioritizing tasks to maintain excellent customer satisfaction year-round.
• Collaborate closely with account managers to exceed customer expectations and relay constructive feedback internally.

Required Skills and Experience

• 2 to 5 years of professional experience in customer service with a focus on email and chat support.
• Minimum 2 years handling escalation management within customer service roles.
• Fluent command of English, both spoken and written.
• Familiarity with Intercom or similar customer support platforms.
• Proficient in Google Sheets and general data handling.
• Strong analytical and organizational capabilities.
• Demonstrated problem-solving aptitude and proactive 'to-do' mindset.
• Ability to multitask effectively in a fast-paced environment with a customer-centric approach.
• Adaptable and supportive team player.

Preferred Qualifications

• Previous experience in technology startup environments.
• Motivated to continuously improve work processes.
• Proven ability to thrive in fast-moving customer service settings.
• Data-driven and analytical in decision-making.
• Compassionate with aspirations to grow professionally.
• Capable of working autonomously amid rapid change.

Work Schedule

• 9-hour shifts with 8 hours of work.
• Five days per week including night shifts and weekends, with two days off based on rotational schedule.
• Onsite work at the Bengaluru office.

Why Join Laundryheap?

• Opportunity to be part of a swiftly expanding global firm with career growth prospects.
• Collaborative workplace culture where your ideas and input are respected.
• Exposure to diverse international markets and complex customer-related processes.
• Competitive salary with additional shift allowances.
• Comprehensive health insurance benefits.

Additional Information

We value team members who are ambitious, proactive, possess a positive can-do attitude, and make confident decisions. If you resonate with this, we encourage you to apply and grow with our global Laundryheap team.