Operations & Customer Servicing Executive

1 day ago

Singapore CLEANCREW PTE. LTD. Full time

**About Us**:
CleanCrew is an innovative on-demand laundry platform designed to provide premium laundry care. We aim to simplify laundry services for individuals and businesses while maintaining exceptional quality and customer satisfaction. Join our team and be part of a fast-growing startup that values creativity, efficiency, and customer-first solutions.

**Role Overview**:
We are seeking a proactive and detail-oriented Operations and Customer Servicing Associate to support the daily operations and ensure a seamless operations and front-end customer experience. This role is ideal for someone who thrives in a fast-paced, dynamic and fluid environment, enjoys problem-solving.

**Responsibilities**:
**1. Customer Servicing**:

- Respond to and manage customer queries via WhatsApp Business in a timely and professional manner.
- Guide customers on the right service type for laundry-related queries
- Handle and manage orders related to lost items, re-cleaning requests, garment damage, failed collections/deliveries by coordinating with customers and logistics, in a professional manner.
- Track and manage feedback from both personal customers and commercial clients, ensuring timely resolution of complaints and service recovery when necessary.

**2. Operational Management**:

- Plan, monitor, coordinate, manage and track daily delivery routes, and orders through the company order management dashboard and logistics routing app, to ensure timely order fulfilment.
- Coordinate with drivers and partner laundry factories to ensure timely pick-ups and deliveries.
- Track and resolve delays, missed pickups/deliveries, and exceptional operational challenges.
- Liaise with laundry partners for order clarifications, turnaround time updates, and feedback loops.

**3. Process Improvement**
- Suggest improvements to streamline operations and customer experience.
- Assist in updating FAQs and customer-facing communication templates.
- Support new pilot tests or service rollouts.
- Liaise with laundry partners for order clarifications, turnaround time updates, and feedback loops.

**4. Strategy and Reporting**:

- Prepare reports and track key operational metrics (Basic financial literacy and use of microsoft excel is required).Prepare invoices for business clients on a monthly basis.

**Who You Are**:

- Strong problem-solving skills and the ability to think on your feet.
- 1-3 years’ experience in operations, logistics, or customer service (experience in e-commerce, food delivery, or last-mile logistics is a plus).
- Excellent communication and customer service skills.
- Organised, detail-oriented, and proactive problem-solver.
- Comfortable using tech tools (e.g., CRM systems, dashboards, Google Sheets, chat platforms, microsoft excel)
- Willingness to occasionally assist with physical tasks (e.g., sorting laundry bags, inspecting garments).
- Able to respond to customer queries on weekends / non-working hours where urgent and required.Comfortable working in a fast-paced, dynamic environment.

**What You Gain**:

- Hands-on, on-the-ground experience in operational logistics and customer service management.
- Opportunities to strategise and implement efficiency improvements in a fast-growing startup environment.
- Exposure to the inner workings of a tech-enabled, on-demand service platform.
- Opportunities for growth and career development

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