The Offer
- Flexible working options
- A role that offers a breadth of learning opportunities
- Opportunity to make a positive impact
The Job
Responsibilities
- Customer Inquiries & Bookings: Handle customer inquiries via WhatsApp, email, and phone, guiding them through booking options and answering service-related questions.
- Job Confirmations & Scheduling Support: Work closely with operations to confirm bookings, assign cleaners, and handle special customer requests.
- Handling Client Issues & Escalations: Address customer complaints, investigate service issues, and resolve disputes efficiently while maintaining a professional and empathetic tone.
- Managing Client-Initiated Changes: Process amendments to service requests, rescheduling, and cancellations while minimizing disruption to operations.
- Service Quality Follow-ups: Check in with clients post-service to gather feedback and address any concerns, reinforcing our commitment to quality.
- Invoice & Payment Support: Assist customers with billing inquiries, payments, and coordinate with Finance on disputed invoices.
- Customer Retention & Relationship Management: Build strong relationships with repeat customers, ensuring high satisfaction and loyalty.
- Collaboration Across Teams: Work closely with the Operations and Finance teams to ensure smooth service delivery and issue resolution.
The Profile
Requirements
- Experience in Customer Service: Prior experience in a customer-facing role, preferably in service-based industries such as cleaning, hospitality, or facilities management.
- Strong Communication Skills: Ability to handle customer interactions professionally across WhatsApp, email, and phone.
- Problem-Solving & Conflict Resolution: Skilled at managing customer complaints, turning negative experiences into positive outcomes.
- Tech-Savvy & Process-Oriented: Comfortable using CRM, service ticketing, and scheduling tools to manage customer interactions efficiently.
- Detail-Oriented & Organized: Able to track multiple customer requests, follow up on inquiries, and ensure no details are missed.
- Team Player: Works well with Operations and Finance teams to ensure smooth service execution.
- Ability to Work in a Fast-Paced Environment: Handles multiple customer interactions daily while maintaining high service standards.
The Employer
Our client is a technology-enabled cleaning company, redefining how cleaning services are booked and delivered.
Our client leverage technology to streamline operations, ensuring efficiency, transparency, and top-tier service quality for our customers.