Customer Service Representative - UAE Nationality
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Key skills for this role
About the Role
Washmen seeks a Customer Service Representative to provide exceptional support in its laundry shops. You will handle inquiries via phone, email, chat, and walk-ins, resolve complaints, and coordinate with operations.
Key Skills for This Role
Responsibilities
- Respond promptly and professionally to customer inquiries through phone, email, live chat, WhatsApp, and walk in interactions
- Deliver exceptional customer service by creating positive, personalized experiences that exceed customer expectations
- Handle customer complaints, service requests, damage claims, and missing item concerns with empathy, professionalism, and transparency
- Learn and apply Washmen's procedures for handling damaged, delayed, or missing garment claims
- Manage customer expectations by providing accurate information regarding turnaround times, pricing, garment care, and service policies
- Guide every customer interaction toward a positive and satisfactory resolution
- Anticipate customer concerns and proactively provide solutions before issues escalate
- Identify recurring customer concerns and communicate operational issues to the relevant teams to prevent future service disruptions
- Develop strong knowledge of laundry, dry cleaning, stain removal, garment care, and fabric handling to confidently assist customers
- Coordinate closely with the operations and production teams to ensure timely order updates and issue resolution
- Maintain accurate customer records and document all interactions in the CRM or customer service system
- Recommend process improvements that enhance customer satisfaction, operational efficiency, and overall service quality
Requirements
- Bachelor's degree or equivalent experience
- 1–3 years of customer service experience, preferably in laundry, hospitality, retail, logistics, or service industries
- Excellent verbal and written communication skills in English
- Strong interpersonal and problem solving skills
- Ability to remain calm and professional when handling difficult customer situations
- Good organizational and multitasking abilities in a fast paced environment
- Basic computer proficiency and experience using CRM systems is preferred
- Strong attention to detail and commitment to service excellence
- Positive attitude, empathy, and a customer first mindset
- UAE Nationality
Full Job Posting
Role Purpose
- The Customer Service Representative (CSR) plays a key role in delivering exceptional support to customers in washmen shops. This role requires strong communication skills, patience, and a genuine desire to help people.
Key Responsibilities
- Respond promptly and professionally to customer inquiries through phone, email, live chat, WhatsApp, and walk in interactions.
- Deliver exceptional customer service by creating positive, personalized experiences that exceed customer expectations.
- Handle customer complaints, service requests, damage claims, and missing item concerns with empathy, professionalism, and transparency.
- Learn and apply Washmen's procedures for handling damaged, delayed, or missing garment claims.
- Manage customer expectations by providing accurate information regarding turnaround times, pricing, garment care, and service policies.
- Guide every customer interaction toward a positive and satisfactory resolution.
- Anticipate customer concerns and proactively provide solutions before issues escalate.
- Identify recurring customer concerns and communicate operational issues to the relevant teams to prevent future service disruptions.
- Develop strong knowledge of laundry, dry cleaning, stain removal, garment care, and fabric handling to confidently assist customers.
- Coordinate closely with the operations and production teams to ensure timely order updates and issue resolution.
- Maintain accurate customer records and document all interactions in the CRM or customer service system.
- Recommend process improvements that enhance customer satisfaction, operational efficiency, and overall service quality.
Qualifications & Skills
- Bachelor's degree or equivalent experience.
- 1–3 years of customer service experience, preferably in laundry, hospitality, retail, logistics, or service industries.
- Excellent verbal and written communication skills in English.
- Strong interpersonal and problem solving skills.
- Ability to remain calm and professional when handling difficult customer situations.
- Good organizational and multitasking abilities in a fast paced environment.
- Basic computer proficiency and experience using CRM systems is preferred.
- Strong attention to detail and commitment to service excellence.
- Positive attitude, empathy, and a customer first mindset.
HSE Responsibilities
- Comply with all applicable Health, Safety & Environment (HSE) laws, ISO 45001 requirements, and company policies and procedures.
- Report all hazards, near misses, incidents, and unsafe conditions immediately through defined reporting channels.
- Participate in HSE training, consultation, and follow all safe work procedures and instructions at all times.
- Follow all safe systems of work when performing assigned duties to prevent the risk of injury or ill health to yourself and others.
Education & Experience
- 0–1 years of customer experience, preferably in a call‑center environment.
- Nationality should be UAE
- Excellent English communication skills, both written and spoken.
- Strong emotional intelligence, patience, and a customer‑first mindset.
- Ability to thrive in a fast‑paced, scaling startup environment.
- Freshers are Welcome
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