ABOUT COMPANY

Established in 2015, Washmen is your go-to app for outsourcing your dry cleaning and laundry. An award-winning pioneer in its industry, Washmen is well-recognized for its quality, consistency, and convenience. Washmen’s mission is to replace your washing and drying machine using state-of-the-art technology and a user-friendly app. The service is aimed at people who lead busy lives and need quick solutions for tasks that consume big chunks of their day.
Washmen operates in Dubai & Abu Dhabi and caters to more than 60,000 users. Washmen’s offices in Dubai, Beirut & Istanbul are home to a steadily growing team of young professionals.

JOB OVERVIEW

We are looking for a Customer Service representative – English Speaking, who has experience in a call center. Our objective at Washmen is to deliver best-in-class customer service. This involves delighting our customers at every touch point that they interact with our company. Whether it be phone, SMS, email, in-app chat, or personal deliveries, the objective is to make sure the customer’s experience is surprisingly good and exceeds his expectations. This requires friendliness, empathy, sympathy, compassion, humility, and a lot of patience.
Washmen is gearing up to scale. Being part of one of the fastest-growing startups in the Middle East, Washmen will provide you with a unique experience; helping shape a company facing the adventures and challenges of growth.

REQUIREMENTS

• 2-4 years of experience in customer experience with a bachelor’s degree.
• Excellent English communication skills, written and spoken.
  Job Type: Full-time
  Work Location: Jabal

• Deliver superior service to customers by always positively surprising them.
• Be proactive in handling potential customer difficulties
• Be proactive in addressing potential operational breakdowns
• Think like an owner and make suggestions to improve the business like an owner
• Communicate with empathy and compassion
• Learn and internalize the Washmen process for handling damage and missing item claims
• Proactively manage customer expectations in a manner that is realistic
• Manage the customer’s experience and steer it towards a positive experience
• Always be 2 steps ahead of any customer claim or resistance to a proposal and address it in advance
• Develop and acquire a strong laundry and dry-cleaning knowledge base in order to address customer claims with confidence and explain cases. This relaxes customers and increases their trust in our service
• Continuously suggest methods to improve the customer service process
• Develop empathy
• Learn the company’s Customer Service Principles and learn to balance a Principle-based approach to customer service with our Procedural based approach
• Always maintain a lighthearted, professional but very friendly and personal tone on the phone
• Pursue continuous learning in the fields of communication, customer service, and laundry
• Pursue knowledge in personal matters of interest at least 1 hour a week on company time
• Identify personal limitations and request help from peers and management when you need it