Customer Service Associate

at  Laundryheap

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.

• 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.