Laundryheap
laundry and dry cleaning
OrderManagementAssociate
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“Order Management Associate at Laundryheap. Skills: Customer Support, Order Management. Ensure all orders are booked following the partner & process guidelines. Serve as a point of contact to our external stakeholders and communicate effectively on order-related changes/updates”
What You'll Achieve.
Achieving relevant KPIs that allow us to drive business results and improve the overall partner and customer experience
Industry & Context.
Exceptional analytical and organizational skills; problem-solving state of mind; Analytical with an understanding/ passion for data-driven decisions
flexible to work in shift patterns, Rotational shift - Includes nights and weekends, Office-based role, immediate joiners are preferred
What They're Looking For.
Must Have
High Proficiency in English (both spoken and written), Prior contact with Intercom or any other relevant software, Email / live chat customer support experience and order management, Proficient in Google Sheets skills, Exceptional analytical and organizational skills, To-do attitude and problem-solving state of mind, multitasking skills in a high-energy environment, Customer-oriented, Be flexible and supportive of the team
Nice to Have
Former experience in a tech start-up, Able to continually seek improved ways of working, Experience of working in a fast-paced, customer service environment, Analytical with an understanding/ passion for data-driven decisions, Empathetic and passionate with a desire to develop, Speed, flexibility and agility, Ability to work independently in a fast-paced and rapidly changing environment
What You'll Do.
Ensure all orders are booked following the partner & process guidelines
Serve as a point of contact to our external stakeholders and communicate effectively on order-related changes/updates
Coordinating with the teams to ensure orders are processed as per the instructions
An accurate and timely response through all communication channels
and partner platforms
Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders
Liaising with all stakeholders to resolve customer complaints in the most efficient and effective manner
referring issues using the correct escalation procedures
Work closely with the internal teams to ensure the customer’s needs are exceeded
and feedback is communicated to all stakeholders
Address customer queries related to GDPR and data privacy
Manage and resolve payment-related issues
and transaction errors
Document and escalate complex issues to the appropriate departments
How You'll Work.
Team & Collaboration
Serve as a point of contact to our external stakeholders; Coordinating with the teams to ensure orders are processed as per the instructions; Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders; Liaising with all stakeholders to resolve customer complaints; Work closely with the internal teams; feedback is communicated to all stakeholders; escalate complex issues to the appropriate departments
Communication Scope
High Proficiency in English (both spoken and written); communicate effectively on order-related changes/updates; Ensuring high standards of tone and language in all written and verbal communications
Full Job Description
Laundryheap is an award-winning and industry-leading startup that is revolutionizing laundry and dry cleaning. We collect, clean, and return customers' items in as little as 24 hours, often making us the fastest in our industry. Headquartered in the UK, our service is available in 14+ international markets, and we’re currently in the process of expanding further across Europe, Asia, and North America. We are currently looking for an **Order Management Associate** to join our fast-growing **Customer Operations** team at our office in Bangalore, India. As we are an international brand working with different time zones, we require the potential candidate to be flexible to work in shift patterns. Your role will include, but shall not be limited to, the following: * Ensure all orders are booked following the partner & process guidelines. * Serve as a point of contact to our external stakeholders and communicate effectively on order-related changes/updates. * Coordinating with the teams to ensure orders are processed as per the instructions. * An accurate and timely response through all communication channels, including email, live chat, and partner platforms. * Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders. * Liaising with all stakeholders to resolve customer complaints in the most efficient and effective manner, referring issues using the correct escalation procedures. * Achieving relevant KPIs that allow us to drive business results and improve the overall partner and customer experience. * Work closely with the internal teams to ensure the customer’s needs are exceeded, and feedback is communicated to all stakeholders. * Address customer queries related to GDPR and data privacy. * Manage and resolve payment-related issues, including refunds, disputes, and transaction errors. * Document and escalate complex issues to the appropriate departments. Minimum Skills Required: * High Proficiency in
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