Customer Xperience Representative
Ruroc, United Kingdom
Job Description
Our background and your main purpose
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 and 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 in 2021 we invested in our own Ruroc Factory to keep up with our ever-snowballing demand.
We are on look out to add a Customer Xperience Representative to our fast-paced Customer Xperience team! Delighting the customer will be key in everything that you do. The successful candidate will be flexible when needed, but capable of following our processes and most importantly helping our customers and promoting our brand ethos... being EPIC!
Due to being a global brand, our CX team follow a shift rotation, as follows:
Week 1: Monday, Tuesday, Thursday and Friday, 08:00 - 17:00
Week 2: Monday to Friday, 14:00 - 22:00
Week 3: Monday to Wednesday, 08:00 - 17:00 and Saturday and Sunday, 08:30 - 17:00
Main Accountabilities
- Respond to customers via email and social media channels.
- Acknowledge 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 our 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.
- Growing and spreading the word about the Ruroc brand.
- Think like a Ruroc rider, all day, every day.
Requirements
KEY SKILLS
- Outstanding customer service skills you are naturally customer focused.
- You can think outside of the box we go against the norms and every person that you communicate with is individual. There isn’t always a one size fits all answer.
- You are empathetic and able to put yourself in the customer's shoes.
- Love ownership, you own the problem along with the solution and will always endeavour to resolve any issues that they have with our products or service as swiftly and smoothly as possible.
- The ability to diffuse a situation turn a negative review into a positive through a great customer experience.
- Drive and determination to do what is right but always following process.
- Excellent written communication.
EXPERIENCE
You have
- Customer Service experience.
- Worked in a fast paced customer response team
You might have
- Experience with Gorgias or any other customer service Helpdesk.
- Experience with snow / moto or sporting products.
- Purchasing Ruroc or similar products, you’re a customer / love skiing, snowboarding and/or motorcycling.
Benefits
If this sounds like you, what are you waiting for?- Salary of 22,822.80
- Hybrid working environment with 3 days per week in HQ Monday to Friday
- 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
- Contribution towards skiing / snowboarding lessons and your CBT / full motorcycle license
- 26 days annual leave + Bank Holidays
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.