Customer Support Executive

Overview

Are you enthusiastic about assisting customers, resolving issues efficiently, and providing exceptional service? Join Laundryheap's global Customer Operations team in Bengaluru as a Customer Support Associate, where you'll engage with customers across various international markets through email and live chat, addressing enquiries, managing escalations, and ensuring excellent service standards.

About Laundryheap

Established in 2014, Laundryheap is a rapidly expanding technology startup revolutionizing the laundry and dry-cleaning sector. The company operates in over 14 countries across regions including the UK, US, Europe, Asia, and the Middle East, merging innovative technology and logistics to deliver laundry services within 24 hours.

Key Responsibilities

• Deliver prompt, professional, and precise customer assistance via email and live chat platforms.
• Address customer questions, complaints, and service requests to ensure a positive customer experience.
• Handle customer interactions from initiation until resolution, reflecting the company's commitment to excellence.
• Investigate customer issues, collaborating with internal teams for effective solutions and escalating complex matters appropriately.
• Follow up on pending cases to guarantee timely resolution while managing complaints empathetically and professionally.
• Generate customer invoices and process various requests using internal systems.
• Coordinate with Operations, Account Management, and other departments to resolve customer-related challenges efficiently.
• Keep accurate records and documentation of customer cases.
• Identify recurring customer issues and patterns to aid internal process enhancements.
• Meet individual and team performance metrics related to response speed, customer satisfaction, and service quality.
• Maintain high-quality written communication and multitask effectively without compromising accuracy.
• Contribute proactively to continuous improvement efforts within the Customer Operations team.

Candidate Profile & Requirements

• Possess a Bachelor's degree or an equivalent qualification.
• Have between 2 to 5 years experience in customer support, service, or operations roles.
• Experience assisting customers via email and live chat channels is essential.
• Exhibit excellent verbal and written English communication skills.
• Strong analytical thinking and problem-solving capabilities.
• Detail-oriented with superior organizational skills.
• Comfortable working in a dynamic, high-volume environment.
• Proficiency with spreadsheet tools like Google Sheets or Microsoft Excel.
• Familiarity with customer support software such as Intercom, Zendesk, Freshdesk, or other CRM platforms.
• Customer-centric approach with the ability to maintain composure under pressure.
• Willingness to work flexible rotational shifts including nights and weekends.

Preferred Qualifications

• Prior experience in technology startups or fast-growing companies.
• Background in supporting international clientele.
• Aptitude for identifying process improvements and driving operational excellence.
• Strong multitasking and prioritization skills.
• Ability to work independently as well as collaborate effectively within a global team.
• Passion for offering exceptional customer service.

Working Hours & Location

• Position is office-based in Bengaluru.
• 9-hour shifts comprising 8 working hours plus breaks.
• Five-day workweek with rotational shifts including nights and weekends.
• Two rotational weekly days off.

Why Choose Laundryheap?

• Opportunity to join a globally fast-expanding technology-enabled logistics company.
• Work with diverse customers and teams across multiple countries.
• Be part of a collaborative and ownership-driven culture valuing your input.
• Gain exposure to international customer operations and business processes.
• Competitive compensation package including shift allowances.
• Access to comprehensive health insurance benefits.
• Excellent prospects for learning, development, and career growth.

Join Us

If you are passionate about customer service, adept at problem-solving, and eager to impact a rapidly growing international company positively, we welcome your application to become a member of Laundryheap's global Customer Operations team.