Customer Service Associate

Customer Service Associate

At Laundryheap, we're transforming how people think about laundry and dry cleaning. As one of the fastest-growing on-demand laundry services, we provide a seamless and convenient solution for customers across the UK and beyond. Our commitment to quality, sustainability, and exceptional service drives everything we do.

If you're a fluent French speaker with a passion for delivering excellent customer service, we want to hear from you!

You'll be part of a dynamic team, supporting our international customers while working in shift patterns that cover different time zones to meet global demand. If you thrive in a fast-paced environment and enjoy problem-solving, this is the perfect role for you!

You'll make a difference:

You will be responsible for providing excellent customer support in French and English via email and chat to our international customers, ensuring an appropriate response/solution is given to all issues, concerns, questions and complaints to guarantee customer satisfaction and brand loyalty.

Your responsibilities include, but are not limited to:

• Providing prompt and accurate customer support through email and live chat, in English and French, ensuring timely resolutions to queries.
• Managing and maintaining clear communication with customers on all escalated conversations, ensuring follow-up as necessary.
• Upholding high standards of tone, professionalism, and clarity in all written communications with both customers and internal stakeholders.
• Acting as a brand ambassador for Laundryheap, leveraging your knowledge of our services to positively represent the company in every customer interaction.
• Collaborating with relevant teams to resolve customer complaints quickly and efficiently, following proper escalation protocols when needed.
• Generating invoices via our online ordering system.
• Meeting key performance indicators (KPIs) to drive business success and enhance the overall customer experience.
• Prioritizing and efficiently managing a busy workload while maintaining a high level of customer satisfaction throughout the year.
• Working closely with account managers to ensure customer needs are not only met but exceeded, with feedback shared across relevant teams.

Minimum Skills Required:

• 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.

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week (2 week-offs based on rota)
• Rotational Shifts
• Hybrid Role, London Based

Note: Immediate joiners are preferred.

Join our dynamic team and help us continue to deliver exceptional service to customers around the globe!

You may also have experience in the following: Customer Service Executive, Customer Services, Customer Service Agent, Advisor Support Team Member, Customer Service Administrator, Customer Service Advisor, Administrator, Admin Assistant, Administrative Assistant, etc

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