Job Description

Company Name - The Laundry Hub LLC

Location - DIP 1

Duty Hours - 10 hours (1 day week off Rotational)

Salary - AED 3500- 4000

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:
o Pending approvals
o Special care items
o Unidentified items
o Inspections
o Tailor items
o 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 track
performance 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 hours
o Hot leads: within 24 hours

Maintain a maximum 24-hour resolution time for all customer service issues on
Respond.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 or
gaps.

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
Job Types: Full-time, Permanent

Pay: AED3,500.00 - AED4,000.00 per month