Customer Service Representative- TF

Role Purpose

We are looking for a Customer Service representative – English 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 touch point that they interact with our company. Whether it be phone, SMS, email, in-app chat, or personal deliveries, the objective is to make sure the customer's experience is surprisingly good and exceeds his 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.

Key Responsibilities

• Respond to client inquiries via email, live chat, and phone regarding services, pricing, and general TF information.
• Provide timely, accurate, and friendly communication across all channels.
• Clearly explain The Finery services and related offerings.
• Guide clients through service options, ensuring they fully understand the process and recommendations.
• Handle high-end and luxury brand items with exceptional care, ensuring adherence to brand-specific standards and treatment requirements.
• Handle client complaints with patience, professionalism, and empathy.
• Offer effective solutions that maintain customer satisfaction and trust.
• Prioritize client needs and ensure expectations are met or exceeded.
• Demonstrate understanding, patience, and a clientfirst mindset in every interaction.
• Upsell and crosssell TF services through assessment calls or messages.
• Provide strong, confident recommendations based on client needs.
• Conduct discovery conversations using openended questions and recap techniques to understand client preferences.
• Clearly communicate disclaimers, service limitations, and realistic outcomes.
• Ensure transparency to prevent misunderstandings and build trust.
• Maintain accurate records of client communications, requests, and instructions.
• Assist in organizing customer service documentation and promotional materials for
• internal use.
• Uphold brand reputation by consistently delivering excellence in handling and service for luxury products.
• Coordinate closely with the operations team to ensure timely pickups, dropoffs, and service completion.
• Communicate client requests clearly to ensure smooth service delivery.
• Aim for high satisfaction in every interaction and proactively address concerns.
• Seek feedback to improve processes and support continuous improvement.
• Stay updated on new services, trends, and techniques to provide accurate, uptodate guidance
  
  

Education & Experience

• 2–4 years of customer experience, preferably in a callcenter environment.
• Bachelor's degree required.
• Excellent English communication skills, both written and spoken.
• Strong emotional intelligence, patience, and a customerfirst mindset.
• Ability to thrive in a fastpaced, scaling startup environment.