Customer Service Representative

**Company Name \- The Laundry Hub LLC** **Location \- DIP 1** **Duty Hours \- 10 hours (1 day week off Rotational)** **Salary \- AED 3000\-3500** **Customer Engagement \& Support** * Respond to new customer inquiries via phone and mobile app within 1 hour. * Assist with pickup scheduling and provide introductory information to new and * prospective customers. * Promote relevant additional products or services to enhance customer * Create and update payment links promptly I**ssue Resolution \& Operational Coordination** * Resolve all customer complaints and order delays within 1 hour of being reported or reflected. * Ensure same\-hour resolution of: * Pending approvals * Special care itemso Unidentified item so Inspectionso Tailor items or any customer complaint or concerns * Update complaint tracker and follow up with Operations Lead for resolution. * Monitor the LHUB dashboard continuously and ensure no orders are pending;all must be attended to and processed on the same day **Payment \& Reporting** * Create and update ADCB payment links and share it on the dedicated WhatsApp on the same day, or by the first hour of the next day at the latest. * Record all online payments collected and update the accounting file accordingly. * Check all previous date Just Life orders' ETA within the first hour of the shift the next day and update the correct timelines for each order on the WhatsApp * group. * Prepare and share a marketing conversion report regularly to trackperformance and lead outcomes.**Lead Conversion \& Retention** * Convert marketing leads with a minimum 60% conversion rate and share a report every 2 weeks. * Re\-engage inactive customers (no orders for over a month), attempt to win\-back the customer and share reports with the manager * Achieve a minimum 40% conversion rate and share a detailed report with the manager every 2 weeks. **CRM \& Communication Management** * Respond to every chat within 5 minutes on Customer Service CRM(Respond.io). * Close all open chats by the next day at the latest, with specific timelines: * o General inquiries: same day * o Prospective customers: within 24 hourso Hot leads: within 24 hours * Maintain a maximum 24\-hour resolution time for all customer service issues onRespond.io. **Task \& Performance Tracking** * Complete all tasks on the action tracker before the assigned timeline. * Monitor and report team performance, resolution times, and task closures daily. * Maintain a flexible schedule and ensure coverage during other staff absences orgaps. **Skills \& Competencies** * Excellent **verbal and written communication skills** * Strong interpersonal and customer\-handling skills * Ability to manage client inquiries, complaints, and follow\-ups professionally * Good listening and problem\-solving skills * Ability to multitask and work under pressure * Sales\-oriented mindset (upselling/cross\-selling is a plus) * Minimum 2**–3 years of experience** in customer service (clinic, healthcare, hospitality, Retail, or call center experience is a plus) * Experience handling walk\-in clients, calls, WhatsApp, and emails Pay: AED3,000\.00 \- AED4,000\.00 per month Work Location: In person