Job description for Senior Customer Service Representative [ID Office] at The Care Svc
Urgently Hiring - Senior Customer Service Representative
At The Care Laundry, we don’t just clean clothes — we care for people’s confidence.
If you enjoy fast-paced environments, solving problems, and being the “go-to person” for customers and teammates — this role is for you!
What You’ll Be Doing
- Serve as the primary point of contact for customers via phone, WhatsApp, email, and other digital communication channels
- Handle customer enquiries, complaints, and feedback professionally while ensuring timely resolution
- Manage service recovery cases and provide effective solutions to enhance customer satisfaction
- Monitor customer requests and coordinate closely with the Operations team to ensure timely collection, delivery, and order fulfillment
- Keep customers updated on order status, delays, and service progress
- Investigate and resolve customer issues by liaising with internal departments
- Support, coach, and mentor Customer Service Executives to maintain high service standards
- Monitor daily customer service performance and ensure KPIs and response times are met
- Prepare customer service reports and identify trends or recurring issues
- Recommend and implement process improvements to enhance the overall customer experience
- Perform other administrative duties related to customer service operations as assigned
Requirements
- Minimum 2 years of experience in customer service, preferably in retail, hospitality, or service-related industries
- Prior experience in team coordination or mentoring is an added advantage
- Strong communication skills, both verbal and written, with a professional and courteous manner
- Demonstrated problem-solving ability and a calm approach under pressure
- Positive attitude with a strong customer-first mindset
- Ability to multitask and manage priorities in a fast-paced environment
- Proficiency in Microsoft Office and basic operational systems (e.g. POS or customer management systems)
- Willingness to work on rotating weekends and public holidays, when required
Why Join Us?
At The Care Laundry, you are not only handling customer interactions — you are building trust, solving problems, and creating positive everyday experiences.
We value individuals who are committed to service excellence, continuous improvement, and teamwork.
If you are passionate about customer service and looking to grow within a dynamic and supportive organisation, we welcome your application.
