Logistics and Customer Experience Associate

3 weeks ago

Bengaluru, India Laundryheap Full time

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 12 international markets, and we are currently in the process of expanding further across Europe, Asia, and North America.

We are currently looking for a Logistics and Customer Experience Associate to join our fast-growing Logistics 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.

You’ll make a difference:

Reporting to the Senior Division Manager, as the Logistics and Customer Experience Associate you will be responsible for supporting the Logistics team to drive operational excellence in Laundryheap Linen services.

Operating during EU and US markets, you will be responsible for addressing inquiries, resolving issues, and ensuring the smooth operation of our driver network.

The job responsibilities include, but are not limited to:

  • Respond promptly and professionally to driver and customer inquiries through chat platforms, and other designated communication channels.
  • Provide accurate and detailed information about company policies, procedures, and services to drivers.
  • Analyze, troubleshoot, and resolve driver issues ensuring effective and timely resolution, and provide feedback to the relevant departments for process improvements.
  • Acknowledging customer complaints, and dealing with them (wherever possible) when it comes to the missing items/replacement requests, and then escalating them internally with the relevant teams/departments and resolving the issues.
  • Collaborate with cross-functional teams to escalate and resolve complex driver & customer concerns efficiently.
  • Document all driver interactions, including inquiries, complaints, and resolutions, in the appropriate systems.
  • Maintain a knowledge base of common driver-related and customer-related problems and their resolutions, and contribute to internal documentation to enhance team knowledge and efficiency.
  • Adhere to established performance metrics, service level agreements (SLAs), and quality standards.
  • Stay up to date with industry trends, and company policies in driver development and support.
  • Document management, summarizing processes, learning, and helping to replicate successful models across international markets where needed.
  • Working with internal teams on a series of different projects as required, to improve the overall operations.
  • Keeping up-to-date and familiar with all departmental changes, company policies, and industry trends to understand driver development and support.

Required Skills:

  • Bachelor's degree in Business Administration or relevant field.
  • Relevant years of experience should be between 2 - 4 years.
  • Excellent communication and relationship-building skills.
  • High Proficiency in English (both spoken and written).
  • Email and chat support experience.
  • Must be comfortable analyzing data sets.
  • Ability to express and present clear logical thinking.
  • Proficient Google Sheets skills.
  • Experienced in the investigation of quick resolution and escalation.
  • To-do attitude and problem-solving state of mind.
  • Strong multitasking skills in a high-energy environment.
  • Be flexible and supportive of the team.
  • Experience in working in different markets internationally, with strong cultural awareness.

Work Schedule and Patterns:

  • 9-hour shift (8 working hours + 1 hour break)
  • 5 days a week:  2 week off rotational 
  • Office-based role

Benefits:  Night shift allowance

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

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