Customer Support Specialist - Escalations (Email & Chat)

About Laundryheap

Laundryheap is a pioneering startup revolutionizing the laundry and dry cleaning experience by offering swift collection, cleaning, and delivery services, often completed within 24 hours. Operating from its UK headquarters, Laundryheap services over 14 international markets with ongoing expansions throughout Europe, Asia, and North America.

Role Overview

We are inviting a motivated and detail-conscious individual to join our Bengaluru office team. This role is vital in managing escalated customer issues across various time zones, requiring flexibility to work rotating shifts and a proactive approach toward enhancing customer satisfaction.

Key Responsibilities

• Analyze and resolve complex customer concerns such as claims and refund requests, identifying root causes to help prevent recurrence.
• Devise and implement customer-centered solutions aligned with company policies and processes.
• Communicate observed customer behavior and trends to assist in refining service journeys and operational workflows.
• Collaborate effectively with internal teams across operations and other departments to ensure seamless service delivery.
• Ensure timely and equitable solutions for customers, contributing to maintaining the company’s reputation.
• Consistently meet or exceed key performance indicators designed to enhance business outcomes and customer satisfaction.

Qualifications and Skills

• Fluent English communication skills, both spoken and written.
• Background in customer service or operational roles, preferably within e-commerce or fast-paced consumer service sectors.
• Strong communication skills for managing challenging customer interactions professionally.
• Meticulous attention to detail with a balance of efficiency and quality.
• Demonstrated problem-solving abilities accompanied by initiative and a forward-looking mindset.
• Adaptable to new technology tools and procedures quickly.
• Capable of thriving in a dynamic and high-pressure environment.
• Effective task prioritization and customer expectation management.
• Committed to working onsite in the Bangalore office.

Work Schedule

• Daily 9-hour shift including 8 hours of work.
• Five working days per week with two rotating days off.
• Office-based position necessitating presence at our Bengaluru location.

Benefits and Opportunities

• Join a rapidly growing multinational corporation with strong learning and career growth prospects.
• Engage in a collaborative workplace that values and implements employee input.
• Experience exposure to international markets and complex customer operations.
• Competitive remuneration and an additional shift allowance.
• Inclusive comprehensive health insurance coverage.

Additional Information

Ideal candidates will possess ambition, a proactive approach, and confidence in their decision-making abilities. This position welcomes energetic professionals ready to contribute meaningfully to a global brand. Interested individuals are encouraged to seize this chance to join the Laundryheap team in Bengaluru.