Customer Service Officer at UHY Professional Services

Responsibilities
Customer Interaction and Support:

• Welcome customers warmly and professionally in person, on calls, or via online platforms.
• Provide detailed information about laundry services (e.g., washing, dry cleaning, stain removal, ironing, express service).
• Handle inquiries, complaints, and requests promptly and courteously.

Order Management:

• Receive, tag, and record customer laundry accurately to avoid mix-ups.
• Issue receipts or claim tickets and explain service timelines.
• Confirm orders upon delivery or pickup for accuracy and completeness.
• Track special customer preferences (e.g., fabric handling, detergents, folding styles).
• Maintain excellent customer relationships to encourage repeat business and referrals

Complaint Resolution:

• Handle complaints tactfully regarding delays, damage, or missing items.
• Investigate and resolve issues efficiently to ensure customer satisfaction.
• Report recurring issues to management for improvement in service delivery.

Record Keeping and Reporting:

• Maintain accurate records of customer orders, payments, and feedback.
• Update customer data in digital systems or manual registers.
• Prepare daily transaction summaries and service reports for management review.

Payment and Financial Duties:

• Process payments via cash, POS, or transfers.
• Issue receipts and maintain financial accountability.
• Reconcile daily sales and hand over funds to the accounts or management team.

Quality and Service Assurance:

• Inspect finished laundry items before delivery or pickup to ensure they meet quality standards.
• Coordinate with the laundry and ironing team to ensure timely and accurate completion of orders.
• Ensure all customer expectations are met or exceeded.

Marketing and Business Promotion:

• Promote laundry services to new and existing customers through direct interaction and digital channels.
• Assist in implementing marketing campaigns such as discounts, loyalty programs, and referral bonuses.

Communication and Coordination:

• Liaise with laundry attendants, delivery personnel, and management to ensure smooth operations.
• Update customers about order progress, delays, or delivery schedules.
• Ensure effective communication between the front desk and production team.

Delivery Coordination:

• Schedule and confirm home pickup and delivery requests.
• Maintain proper documentation for items collected or delivered.
• Follow up to ensure deliveries are made on time.
• Manage customer follow-ups via calls, SMS, or WhatsApp to encourage repeat business.
• Gather and document customer feedback for marketing improvement.
• Support social media promotions by sharing updates, photos, or customer testimonials.
• Identify opportunities for partnerships (e.g., hotels, hostels, salons, or offices needing bulk laundry services).