Customer Service Representative- Russian Speaking

Customer Service Representative – Russian Speaking

About Washmen

Established in 2015, Washmen is your go-to app for outsourcing your dry cleaning and laundry. An award-winning pioneer in its industry, Washmen is well recognized for its quality, consistency and convenience. Washmen’s mission is to replace your washing and drying machine using state of the art technology and a user-friendly app. The service is aimed at people who lead busy lives and need quick solutions for tasks that consume big chunks of their day.

Washmen operates in Dubai & Abu Dhabi and caters to more than 50,000 users. Washmen’s offices in Dubai, Beirut & Istanbul are home to a steadily growing team of young professionals.

Job Description

We are looking for a Customer Service Representative – Russian Speaking, who has experience in a call center. Our objective at Washmen is to deliver best in class customer service. This involves delighting our customers at every touchpoint that they interact with our company. Whether it be phone, SMS, email, in-app chat or personal deliveries, the objective is to ensure the customer’s experience is surprisingly good and exceeds their expectations. This requires friendliness, empathy, sympathy, compassion, humility, and a lot of patience.

Washmen is gearing up to scale. Being part of one of the fastest growing startups in the Middle East, Washmen will provide you with a unique experience; helping shape a company facing the adventures and challenges of growth.

Responsibilities:

1. Deliver superior service to customers by always positively surprising them.
2. Be proactive in handling potential customer difficulties.
3. Be proactive in addressing potential operational breakdowns.
4. Think like an owner and make suggestions to improve the business.
5. Communicate with empathy and compassion.
6. Learn and internalize the Washmen process for handling damage and missing item claims.
7. Proactively manage customer expectations in a realistic manner.
8. Manage the customer’s experience and steer it towards a positive outcome.
9. Always be two steps ahead of any customer claim or resistance to a proposal and address it in advance.
10. Develop and acquire a strong laundry and dry-cleaning knowledge base to address customer claims confidently.
11. Continuously suggest methods to improve the customer service process.
12. Develop empathy.
13. Learn the company’s Customer Service Principles and balance a Principle-based approach with our Procedural based approach.
14. Maintain a lighthearted, professional, but very friendly and personal tone on the phone.
15. Pursue continuous learning in communication, customer service, and laundry.
16. Pursue knowledge in personal matters of interest at least 1 hour a week on company time.
17. Identify personal limitations and request help from peers and management when needed.

Requirements:

• 1-2 years of experience in customer experience with a bachelor’s degree.
• Excellent English and Russian communication skills, written and spoken.