Customer Service Representative at Washryte Limited

Job Summary

• As a Customer Service Representative, you are responsible for managing customer queries and complaints, and overseeing product/service development procedures to ensure that products meet quality and efficiency standards.
• You are also responsible for working with clients to ensure the final products meet their needs and requirements.

Job Roles / Responsibilities

• Manage large amounts of incoming phone calls and messages.
• Identify and assess customers’ needs to achieve satisfaction.
• Respond promptly to customer inquiries.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Prompt response to customers' complaints or laundry mixup.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions/alternatives within the time limits and follow up to ensure resolution.
• Maintain confidential records of customer interactions, process customer accounts and file documents.
• Conduct frequent customer surveys to understand better ways of serving our esteemed customers better.
• Follow communication procedures, guidelines and policies.
• Devise, improve, and review new specifications and procedures for our services.
• Inspect and confirm customers’ final orders by comparing it to the requirements, and approve or reject the final outcome.
• Confirm laundries and inspect the quality of wash and fold, wash and iron and drycleaning.
• Advise management on recent trends in customer service.

Education & Experience

• Candidates should possess B.Sc Degrees in any field with 2 - 3 years proven relevant work experience in Customer Service/Support.
• Customer Service attitude.
• Experience working in a laundromat or hospitality sector is an added advantage.

Skills / Physical Competencies:

• Excellent interpersonal and active listening skills.
• Excellent Communication Skills and a strong command of the English language.
• Keen Attention to Detail.
• Conflict Management Skill
• Multitasking skills and good organizational skills.
• Ability to work calmly under high-stress situations.
• Leadership Skills
• Management Skills
• Presentation Skills
• Reporting Skills
• Problem Solving Skills
• Data Management
• Negotiation Skills
• Team Management
• Time Management.

Behavioural Competencies:

• Integrity
• Fairness
• Confidentiality
• Ability to be resourceful and proactive when issues arise
• Professional attitude and appearance
• Consistency
• Resilience
• Independence
• Adaptability.

Quality / Technical Competencies:

• Proficiency in Microsoft Office Suite.
• Proficiency in the use of Customer Relationship Management (CRM) software.
• Customer Retention Management.