Customer Service Representative - UAE Nationality

Role Purpose

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.
• Build long-term customer relationships through empathy, active listening, and effective communication.
• Follow Washmen's Customer Service Principles while balancing company policies with customer-centric decision-making.
• Maintain a friendly, professional, and positive tone during every customer interaction.
• Demonstrate ownership by taking responsibility for customer issues until they are fully resolved.
• Continuously improve communication, product knowledge, and customer service skills through ongoing learning and development.
• Recognize when additional support is needed and proactively seek guidance from supervisors or colleagues.

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

Job Details

About The Company

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