CUSTOMER CARE ASSISTANT

Job Purpose:
The overall objective of a call centre assistant is to provide exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction, which is essential for maintaining positive relationships and loyalty between Linencraft and its customers.

Key Result Areas:
Respond to incoming calls from customers promptly and professionally.
Provide information and assistance based on customer inquiries.
Address customer complaints and resolve issues efficiently.
Record customer interactions and maintain accurate logs in the database and CRM, and update customer information as needed on the central database.
Stay informed about the company's products and services to provide accurate information.
Conduct follow-up calls to ensure customer satisfaction and resolve any outstanding issues.
Notify customers of updates regarding their inquiries or complaints based on interaction from other LC Business Units.
Work closely with team members and supervisors to meet performance targets.
Follow company policies and procedures for handling calls and customer interactions.
Maintain the confidentiality of customer and company information.

Job Context:
Linencraft provides commercial laundry services to over 130+ clients across Airlines, Hospitality, Healthcare, and Institutional sectors, processing over 500,000 pieces of linen daily. Linencraft largely comprises five main sections: Logistics, Airline laundry operations, Hospitality operations, Dry cleaning operations and Administration.

At Linencraft, we are committed to delivering exceptional quality and service to our customers. As leaders in our industry, we understand that our success is built on the satisfaction and loyalty of our customers. The principal role of the Customer Care Assistant is to ensure that, while adhering to quality standards, we provide excellence in customer service. The position is vital as it serves as the main link for all inbound and outbound communications, connecting our customers with the support they need through various channels, including phone calls, email and/or the Linencraft application.

The role holder will be responsible for managing customer interactions effectively, ensuring that every inquiry is handled with professionalism and care. He/ She will act as the first point of contact for our customers, addressing their needs and concerns while fostering a positive experience that reflects our commitment to quality.

Knowledge, Skills & Minimum Experience:
Education Qualification:
a) High School Diploma (must have)

Work Experience:
a) Minimum of 2 years* experience in customer handling roles.

Skills:

• Good Communication Skills *' verbal, written and comprehension
• Patience in listening to customers
• Computer skills
• Eye for detail