Customer Care Representative

Department

Operations

Reporting to

Customer Care Manager

ABOUT LAUNDRAPP

Launched in 2015, Laundrapp grew rapidly to become the household name for on-demand laundry and dry cleaning in London. New customers were drawn by the combined ease of use in the apps, and the accuracy of the data the platform provides. By 2017, Laundrapp had grown far beyond the capital, and were offering the service in 100 towns and cities across the UK. A year later, and the Laundrapp team now have the rest of the world firmly in their sights. With their unique software now launched onto four continents, and a fifth soon to follow, the stage is now set for Laundrapp-powered laundry services across the globe.

Overview of the role
We’re looking for an experienced Customer Care Representative to provide efficient and friendly front line support, maintaining high standards of service, building customer relationships and trust and creating a few smiles along the way. This is a unique opportunity to provide best-in-class support to our users as the voice of Laundrapp, as well as developing customer insights that will be used to help inform future strategies of the management team.

So, if you like people, are passionate about offering an amazing customer service experience to your customers, and want to be a part of your community, you’ll love working here.
Responsibilities

• Provide quality inbound and outbound telephony and email support to manage customer queries
• Resolve customer complaints
• Handling more complicated queries/issues and organizing customer compensations
• Proactively Liaising with Drivers/Partners to ensure orders run smoothly
• Work closely with the Operations team to improve the product and customer experience
• Acts as an escalation point for day to day center issues
• Assist in the creation and roll out of best working practices and procedures

Experience and Skills

• 2+ year(s) of related experience
• Zendesk experience preferable
• Great verbal and written communication skills
• Flexible service hours (role includes variable shift pattern with early mornings, late evenings and weekend shifts)
• Experience of working in high paced start-ups (preferred not compulsory)