Customer Support (Email & Chat)

Laundryheap is an award-winning and industry-leading startup that is revolutionizing laundry and dry cleaning. We collect, clean, and return customers' items in as little as 24 hours, often making us the fastest in our industry.

Headquartered in the UK, our service is available in 14+ international markets, and we’re currently in the process of expanding further across Europe, Asia, and North America.

We are currently looking for an Order Management Associate to join our fast-growing Customer Operations team at our office in Bangalore, India. As we are an international brand working with different time zones, we require the potential candidate to be flexible to work in shift patterns.

Your role will include, but shall not be limited to, the following:

• Ensure all orders are booked following the partner & process guidelines.
• Serve as a point of contact to our external stakeholders and communicate effectively on order-related changes/updates.
• Coordinating with the teams to ensure orders are processed as per the instructions.
• An accurate and timely response through all communication channels, including email, live chat, and partner platforms.
• Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders.
• Liaising with all stakeholders to resolve customer complaints in the most efficient and effective manner, referring issues using the correct escalation procedures.
• Achieving relevant KPIs that allow us to drive business results and improve the overall partner and customer experience.
• Work closely with the internal teams to ensure the customer’s needs are exceeded, and feedback is communicated to all stakeholders.
• Address customer queries related to GDPR and data privacy.
• Manage and resolve payment-related issues, including refunds, disputes, and transaction errors.
• Document and escalate complex issues to the appropriate departments. 

Minimum Skills Required:

• High Proficiency in English (both spoken and written).
• Prior contact with Intercom or any other relevant software.
• Email / live chat customer support experience and order management.
• Proficient in Google Sheets skills.
• Exceptional analytical and organizational skills.
• To-do attitude and problem-solving state of mind.
• Strong multitasking skills in a high-energy environment.
• Customer-oriented.
• Be flexible and supportive of the team.

Desired Skills & Experience:

• 2 - 5 years of experience in customer service and order management/order processing.
• Former experience in a tech start-up.
• Able to continually seek improved ways of working.
• Experience of working in a fast-paced, customer service environment.
• Analytical with an understanding/ passion for data-driven decisions.
• Empathetic and passionate with a desire to develop.
• Speed, flexibility and agility.
• Ability to work independently in a fast-paced and rapidly changing environment.

Work Schedule and Patterns:

• 9-hour shift (8 working hours + 1 hour break)
• 5 days a week (Rotational shift - Includes nights and weekends)
• Office-based role

Note: Bengaluru-based immediate joiners are preferred.

We love to work with ambitious, proactive people who have a can-do attitude and are confident decision-makers. So, if this sounds like you, take this opportunity and apply to join the International Laundryheap Team today!