Customer Service Representative

**Company Name - The Laundry Hub LLC** **Location - DIP 1** **Duty Hours - 10 hours (1 day week off Rotational)** **Salary - AED 3000-4000** **Customer Engagement & Support** * Respond to new customer inquiries via phone and mobile app within 1 hour. * Assist with pickup scheduling and provide introductory information to new and * prospective customers. * Promote relevant additional products or services to enhance customer * Create and update payment links promptly I**ssue Resolution & Operational Coordination** * Resolve all customer complaints and order delays within 1 hour of being reported or reflected. * Ensure same-hour resolution of: o Pending approvals o Special care items o Unidentified items o Inspections o Tailor items o Any customer complaint or concerns * Update complaint tracker and follow up with Operations Lead for resolution. * Monitor the LHUB dashboard continuously and ensure no orders are pending; all must be attended to and processed on the same day **Payment & Reporting** * Create and update ADCB payment links and share it on the dedicated WhatsApp on the same day, or by the first hour of the next day at the latest. Record all online payments collected and update the accounting file accordingly. * Check all previous date Just Life orders' ETA within the first hour of the shift the next day and update the correct timelines for each order on the WhatsApp group. * Prepare and share a marketing conversion report regularly to track performance and lead outcomes. **Lead Conversion & Retention** * Convert marketing leads with a minimum 60% conversion rate and share a report every 2 weeks. * Re-engage inactive customers (no orders for over a month), attempt to win-back the customer and share reports with the manager * Achieve a minimum 40% conversion rate and share a detailed report with the manager every 2 weeks. **CRM & Communication Management** * Respond to every chat within 5 minutes on Customer Service CRM (Respond.io). * Close all open chats by the next day at the latest, with specific timelines: o General inquiries: same day o Prospective customers: within 24 hours o Hot leads: within 24 hours * Maintain a maximum 24-hour resolution time for all customer service issues on Respond.io. \* **Task & Performance Tracking** * Complete all tasks on the action tracker before the assigned timeline. * Monitor and report team performance, resolution times, and task closures daily. * Maintain a flexible schedule and ensure coverage during other staff absences or gaps. **Skills & Competencies** * Excellent **verbal and written communication skills** * Strong interpersonal and customer-handling skills * Ability to manage client inquiries, complaints, and follow-ups professionally * Good listening and problem-solving skills * Ability to multitask and work under pressure * Sales-oriented mindset (upselling/cross-selling is a plus) * Minimum 2**–3 years of experience** in customer service (clinic, healthcare, hospitality, Retail, or call center experience is a plus) * Experience handling walk-in clients, calls, WhatsApp, and emails Pay: AED3,000.00 - AED4,000.00 per month Work Location: In person