Operations and Customer Servicing Associate / Manager

Job Title: Operations and Customer Service Associate or Manager

Company: CleanCrew

Location: Hybrid [Remote and On-Site]

Duration: 6 months probation

Working Hours: Full-time

About Us:

CleanCrew is an innovative on-demand laundry platform designed to provide premium laundry care. We aim to simplify laundry services for individuals and businesses while maintaining exceptional quality and customer satisfaction. Join our team and be part of a fast-growing startup that values creativity, efficiency, and customer-first solutions.

Role Overview:

We are seeking a proactive and detail-oriented Operations and Customer Servicing Intern to support the daily operations and ensure a seamless operations and front-end customer experience. This role is ideal for someone who thrives in a fast-paced, dynamic and fluid environment, enjoys problem-solving.

Responsibilities:

Customer Servicing:

1. Respond to and manage customer queries via WhatsApp Business in a timely and professional manner.
2. Handle and resolve issues related to failed collections, deliveries, or re-cleaning requests by coordinating with customers and logistics.
3. Track and manage feedback from both personal customers and commercial clients, ensuring timely resolution of complaints and service recovery when necessary.

Operational Management:

1. Plan, coordinate, and track daily delivery routes, and movement of orders across locations to ensure timely order fulfillment.
2. Manage drivers and on-the-ground logistics to optimise efficiency.
3. Handle ad-hoc tasks and potential operational challenges, such as failed pickups and urgent deliveries.

Strategy and Reporting:

1. Prepare reports and track key operational metrics (Basic financial literacy and use of Microsoft Excel is required).
2. Develop and implement strategies and projects to enhance customer servicing channels and improve efficiency over time.

Who You Are:

1. Strong problem-solving skills and the ability to think on your feet.
2. Excellent communication and customer service skills.
3. Organised and detail-oriented with the ability to multitask.
4. Prior experience in operations, logistics, or customer service is a plus.
5. Possesses basic financial literacy and is proficient in Microsoft Excel.
6. Comfortable working in a fast-paced, dynamic environment.

Requirements:

1. Strong communication and interpersonal skills.
2. Excellent organisational and time-management abilities.
3. Proficiency in Microsoft Excel, Google Sheets, or similar tools.
4. Ability to adapt to a fast-paced environment and handle multiple tasks simultaneously.
5. Confident in managing and engaging commercial clients.
6. Attention to detail and a problem-solving mindset.
7. Prior experience in customer service, logistics, or operations (preferred but not mandatory).

What You’ll Gain:

1. Hands-on, on-the-ground experience in operational logistics and customer service management.
2. Opportunities to strategise and implement efficiency improvements in a fast-growing startup environment.
3. Exposure to the inner workings of a tech-enabled, on-demand service platform.
4. Opportunities for growth and career development.

Key Performance Indicators (KPIs):

1. Average response time to customer queries.
2. Customer satisfaction levels.
3. Successful, on-time delivery rate for all orders - commercial and personal.
4. Accuracy and timeliness of data and financial reporting.

How to Apply:

If you are excited about this opportunity, please send your resume and a brief cover letter to [email address]. Let us know why you are the perfect fit for this role and how you can contribute to CleanCrew's success.

Join us in transforming the laundry industry with innovation and excellent service!