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Customer Care Agent

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To apply for this role, email your CV, covering letter and expected salary to jobs@laundrapp.com.

Although we are happy to accept CVs from agencies, we only pay 12.5% fees.

Job Title

Customer Care Agent

Department

Customer Care

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 we’re 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

Laundrapp is the number one on-demand laundry service provider in London therefore we’re looking for a Customer Care Agent to provide efficient and friendly front line support, maintaining high standards of service, building customer relationships and trust as well as creating a few smiles along the way. We like decisive problem solvers; we don’t just mean being able to separate your whites from your darks before washing! You must be a people person, passionate about offering an amazing customer service experience and have a desire to join one of the most exciting and disruptive start-ups across the UK!

Responsibilities

● You will be responsible for ensuring the highest levels of customer service are delivered to both our consumers and partners at all times and via every communication channel, handle all complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

● Identifying customer needs and helping customers use specific features and systems

● Analysing and reporting product/app malfunctions

● Update our internal databases with information about issues and useful discussions with customers

● Monitor customer complaints on social media and reach out to provide assistance

● Share feature requests and effective workarounds with team members

● Assist in training peers on improving customer support service

● Gather customer feedback and share with our Product, Operations and Marketing teams

● Identifying and assessing customers’ needs to achieve satisfaction

● Provide accurate, valid and complete information by using the right methods/tools

● Follow communication procedures, guidelines and policies in place

● Develop and maintain in-depth product knowledge

● Claims investigation

Required Experience & Skills

● Experience as a Customer Care Agent or similar CS role

● Understanding of how CRM systems work

● Excellent communication and problem-solving skills

● Multi-tasking abilities

● To be objective and self-controlled under pressure

● Confidence

● Proven track record of successfully meeting goals and targets

● Strong phone contact handling skills and active listening

● Customer orientation and ability to adapt/respond to different types of characters

● A can-do attitude and willingness to go that extra mile to ensure a high level of customer satisfaction and performance

● Flexible with service hours (role includes variable shift patterns with early mornings, late evenings and weekend shifts

● Supremely organised, reliable, on time and dependable with a strong service-oriented working style

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Laundrapp is the UK’s leading online laundry and dry cleaning service, offering unparalleled levels of quality cleaning right across London and up to 100 towns and cities. Our 5-star laundry service replaces the need for using your local laundrette or dry cleaner and offers a quick and convenient pick-up service direct from your home. Our free, award-winning app is available on both iOS and Android devices, however, you can also place your order online through our website.

Whether you are dry cleaning shirts, suits, blouses or dresses, or simply looking for a quality duvet-cleaning service, Laundrapp offers the highest quality and professional service direct to your door. Just ironing that you need? We also offer an iron-only service which means you'll never need to worry about ironing again.

Join the world’s fastest-growing laundry and dry cleaning revolution by scheduling a collection, then fill our provided laundry bags with your garments and we'll clean and deliver at a time and place that suits you. Our mobile laundry service is even backed by our quality guarantee. So forget queueing at your high-street laundrette – with Laundrapp, all your laundry, dry cleaning and ironing is taken care of.

© 2019 Laundrapp Ltd