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Customer Care Representative

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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 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)

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  • MasterCard accepted
  • Visa accepted
  • AMEX accepted
Open across the UK from
7am to 11pm every day
Laundrapp is the UK’s leading online laundry and dry cleaning service, offering unparalleled levels of quality cleaning right across London and up to 200 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.

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