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Customer Service Representative
2 months ago
We are seeking a highly skilled and multilingual Customer Service Representative to join our dynamic team at Laundryheap. As a key member of our customer support team, you will be responsible for providing exceptional service to our international customers, ensuring their satisfaction and loyalty to our brand.
Key Responsibilities- Provide prompt and accurate customer support via email and live chat in English and French, ensuring timely resolutions to queries.
- Manage and maintain clear communication with customers on all escalated conversations, ensuring follow-up as necessary.
- Uphold high standards of tone, professionalism, and clarity in all written communications with both customers and internal stakeholders.
- Act as a brand ambassador for Laundryheap, leveraging your knowledge of our services to positively represent the company in every customer interaction.
- Collaborate with relevant teams to resolve customer complaints quickly and efficiently, following proper escalation protocols when needed.
- Generate invoices via our online ordering system.
- Meet key performance indicators (KPIs) to drive business success and enhance the overall customer experience.
- Prioritize and efficiently manage a busy workload while maintaining a high level of customer satisfaction throughout the year.
- Work closely with account managers to ensure customer needs are not only met but exceeded, with feedback shared across relevant teams.
- Strong written and verbal communication skills, with flawless spelling and grammar in both English and French.
- 1+ years of relevant customer support experience, particularly via email and live chat.
- Prior experience with tools like Intercom or similar customer support platforms.
- Experience in quick issue resolution and effective de-escalation processes.
- Prior experience in a fast-paced tech start-up environment is an advantage.
- A proactive, problem-solving mindset with a focus on customer satisfaction.
- Customer-oriented with the ability to multitask.
- Fluency in an additional European language is a plus.
We offer a 9-hour shift (8 working hours) with 5 days a week (2 week-offs based on rota) and rotational shifts. This is a hybrid role, London based.
