Customer Service Representative- Shoe & Bag Care

Washmen; Dubai; On-site; AED 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated customer service representative to join their dynamic team. This role involves engaging with clients through various channels, providing comprehensive information about services, and ensuring high levels of customer satisfaction. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to handle multiple tasks in a fast-paced environment. Join a forward-thinking company that values innovation and exceptional service, and play a key role in enhancing client experiences while contributing to the growth of a pioneering service in the laundry industry.

Qualifications

• Experience in customer service or client-facing roles, preferably in retail.
• Strong communication skills and ability to handle multiple tasks.

Responsibilities

• Respond to client inquiries via email, live chat, and phone.
• Upsell and cross-sell services to enhance client experience.

Skills

Customer Service

Communication Skills

Organizational Skills

Conflict Resolution

Sales Techniques

Team Collaboration

Positive Attitude

Tools

CRM Systems

Job description

About Washmen

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 busy individuals seeking quick solutions for tasks that consume significant time.

Operating in Dubai & Abu Dhabi, Washmen caters to over 60,000 users. Our offices in Dubai, Beirut, and Istanbul house a growing team of young professionals.

Key Requirements:

• Previous experience in customer service or client-facing roles (preferably in retail or service industries).
• Strong communication skills, both written and verbal, with an empathetic and professional demeanor.
• Excellent organizational skills and ability to handle multiple tasks in a fast-paced environment.
• Ability to resolve conflicts and handle customer complaints effectively.
• Sales experience with upselling and cross-selling techniques is a plus.
• Ability to work collaboratively with cross-functional teams, especially operations.
• Knowledge of shoe care and restoration techniques is a plus but not required.
• Experience with CRM systems or customer service tools is advantageous.
• A positive, can-do attitude and a passion for delivering exceptional customer service.

Job Description:

• Client Inquiries: Respond to client inquiries via email, live chat, and phone regarding services, pricing, and shoe care information.
• Service Explanation & Guidance: Provide detailed, accurate information about Washmen Shoe Care services and related offerings. Guide clients through our processes to ensure clarity and understanding.
• Complaint Resolution: Handle client complaints with professionalism, working towards effective solutions to maintain satisfaction.
• Client-Centric Approach: Prioritize client needs, demonstrating empathy, patience, and understanding in all interactions.
• Sales & Recommendations: Upsell and cross-sell services such as laundry and TF services, aiming to increase conversions through assessment calls/messages. Make convincing recommendations to enhance client experience and understand client needs through open-ended questions.
• Expectation Management: Clearly explain service disclaimers and manage client expectations to ensure transparency and avoid misunderstandings.
• Documentation & Promotional Materials: Assist in organizing customer service documentation and promotional materials. Ensure all client communications and requests are accurately recorded and accessible.
• Collaboration with Operations Team: Work closely with operations to coordinate client requests, ensuring timely pickups and deliveries according to schedule.
• Customer Satisfaction: Strive for high satisfaction levels, proactively addressing concerns, seeking feedback, and improving processes.
• Service Mastery & Knowledge: Master the full range of Washmen Shoe Care services and stay informed about new trends and techniques.

Job Type: Full-time

Work Location: Jabal Ali