Job Overview

Job Details: Chat Support Junior Associate at Laundryheap

Position:

Chat Support Junior Associate

Job Information:

• Location: Bengaluru, Karnataka
• Employment Type: Full-time
• Annual Salary: ₹3,00,000 - ₹4,00,000
• Shift & Schedule:
  • Night shift, US shift, UK shift
  • 9-hour shifts (8 working hours)
  • 5 days a week (rotational week-offs)
  • Night shift timings: 7:30 PM to 4:30 AM IST, 8:30 PM to 5:30 AM IST, 10:30 PM to 7:30 AM IST
• Work Type: Office-based role

About Laundryheap:

Founded in 2014, Laundryheap is a rapidly growing UK-based tech startup offering 24-hour laundry and dry-cleaning services. Operating in 12 countries, including the UK, US, and UAE, we are on a mission to expand further and are looking for passionate individuals to join our dynamic team.

Key Responsibilities:

• Driver Support:
  • Promptly and professionally respond to driver inquiries via chat and other designated communication channels.
• Information Delivery:
  • Provide accurate information about company policies, procedures, and services to drivers.
• Issue Resolution:
  • Investigate, troubleshoot, and resolve driver issues while collaborating with relevant departments for process improvements.
• Live Route Management:
  • Monitor and manage live driver routes in real-time to ensure optimal delivery times and address on-route issues.
• Documentation:
  • Record all driver interactions, including inquiries, complaints, and resolutions, in appropriate systems.
• Knowledge Management:
  • Maintain and update a knowledge base of common driver-related issues and solutions.
• Performance Adherence:
  • Follow established performance metrics, SLAs, and quality standards.
• Industry Awareness:
  • Stay updated on industry trends and company policies related to driver support and development.

Required Skills & Experience:

• 1-4 years of relevant experience
• High proficiency in English (spoken and written)
• Experience in email/live chat support
• Basic knowledge of Google Sheets
• Strong problem-solving mindset with a proactive approach
• Ability to multitask in a high-energy environment
• Flexibility to work UK/US shifts
• Strong analytical skills with attention to detail

Desired Skills:

• Ability to seek continuous improvement
• Previous experience working in UK/US processes
• Experience in high-paced, global service environments
• Analytical mindset and data-driven decision-making capability
• Empathy and a passion for growth
• Ability to work independently in a dynamic environment

Work Schedule:

• 9-hour shift (8 working hours)
• 5 days per week (rotational week-offs)
• Night shifts: 7:30 PM to 4:30 AM IST, 8:30 PM to 5:30 AM IST, 10:30 PM to 7:30 AM IST

Additional Information:

• Immediate joiners preferred
• Assignment may vary based on the organizational structure

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