Customer Experience Specialist - Spanish
Ruroc, United Kingdom
Job Description
OUR BACKGROUND
Ruroc makes badass helmets. At Ruroc, we have one guiding mission. To re-engineer protection. Building the perfect balance between design and engineering, our innovative products save lives, look epic and set us apart from the competition.
Ruroc has grown from 1m rev to a 30m revenue Action / Motorsports helmet brand selling into over 90 countries globally and we are primed ready to dominate an industry that has been stagnant for too long!
All sales take place through our eCommerce store www.ruroc.com giving us a direct connection with our customers that legacy / competitor brands do not possess. This close connection to the end rider has given us the ability to reduce the feedback loop and rapidly innovate and enhance our gear at a rate never seen before in the global helmet industry.
We control our destiny; we manage everything end-to-end to deliver our promise to customers and fulfil the potential of the Ruroc brand. We are building world-class teams across the board and we have invested in our own Ruroc Factory to keep up with our ever-snowballing demand.
We are now looking for a Spanish speaking Customer Experience Specialist to join our team. Reporting into the International Team Lead, you will be responsible for delighting our customers through email and social media platforms as well as assisting our Marketing team with language-specific content.
MAIN ACCOUNTABILITIES
- Respond to our Spanish speaking customers via email and social media channels.
- Acknowledged and resolve customer issues with the least amount of disruption as possible.
- Offer pre- and post-purchase information and support to our customers.
- Be a specialist of the past, current and upcoming products to advise and hype customers.
- Ensure that the customer has an awesome experience, every time.
- Identify potential issues with the product from customer feedback and report this as necessary.
- Be the go-to translator for the Spanish language content which will be shared across our Spanish-speaking regions.
- Support the events team with our European events program, especially within Spanish speaking regions.
- Translate marketing content to be posted on to our region-specific social media pages and emails.
Requirements
THIS ROLE IS FOR YOU IF YOU:
- Are fluent in both English and Spanish to a native standard.
- Have excellent written communication skills in both English and Spanish.
- Have outstanding customer service skills - you are naturally customer focussed.
- Can think outside of the box - we go against norms and every person that you communicate with is individual. There isn't a "one size fits all" answer.
- Are empathetic and able to put yourself in the customer's shoes to resolve any issues they have with our products or service as swiftly and smoothly as possible.
- Can diffuse a situation - turn a negative review into a positive through great customer experience.
- Have the drive and determination to do what is right whilst following process.
- May have experience with Gorgias (beneficial)
Benefits
- Salary of 23,508.45
- 26 days annual leave + Bank Holidays
- Working hours of 09:00-17:00, Monday to Friday with a paid lunch break of 60 minutes each day
- Hybrid working pattern with three days in the office, two days at home
- Private Health Insurance with Vitality
- Wellbeing support with our Employee Assistance Programme - Health Assured
- Free in-house Personal Training Sessions in our in-house, purpose-built gym
- Free Ruroc products plus, 50% discount for your friends and family
- Contributions towards skiing / snowboarding lessons and your CBT / full motorcycle license
Ruroc is proud to be an equal opportunities employer. We are committed to diversity and inclusion in the workplace. This policy applies to all employment practices within our organisation, including hiring, recruiting, promotion, benefits, training, and apprenticeships. Our full equal opportunities policy can be requested from the People Team on .