Bilingual Customer Xperience Representative - Spanish

Ruroc exists to make helmets cool. We believe that re-engineering protection with the perfect balance of art and science will make people want to wear our helmets, making them safer and meaning they live longer (and cooler!). In 2019, we had our first £1m turnover day and in 2020 we had our first £1m turnover hour. Ruroc has grown from £1m rev to a £20m+ revenue Action / MotorSports helmet brand selling into over 90 countries globally from its single distribution centre in Gloucester and we are now in an excellent position to build further growth.

All sales take place through Ruroc’s eCommerce store www.ruroc.com giving Ruroc a direct connection to its customers that legacy / competitor brands do not possess. This close connection to the end rider has given us the ability to 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 a world-class team of Product, Brand, Marketing, Customer, Operations, Tech, Finance and Talent/HR People.

Reporting into the Head of Customer Xperience, we are on look out to add a Bilingual Spanish Customer Xperience Representative to our fast-paced, growing 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 promoting our brand ethos… being EPIC

Main Accountabilities…

  • Respond to Spanish and English-speaking 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

This role is for you if:

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 customers shoes to be able 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…

  • Fluent in both Spanish and English to a native standard.
  • Customer Service experience.

You might have…

  • Experience with Zendesk
  • Experience with snow / moto or sporting products.
  • Purchasing Ruroc or similar products, you’re a customer / love skiing, snowboarding and/or motorcycling.

Successful people at Ruroc…

STAY FOCUSED.

Stick to the playbook, don’t go rogue.

MOVE FAST.

Stay ahead of the competition.

BE READY FOR ANYTHING.

Be prepared and be flexible. Discipline equals Freedom.

WE ARE GUERRILLAS.

Exploit opportunities. Be creative. Flank the enemy.

WORK SMART.

We focus on the 20% that makes the 80% happen.

THINK LIKE A CUSTOMER - EVERY DAY.

Understand our target audience better, delight them

Benefits

The Offer

  • Competitive salary plus an industry leading bonus scheme.
  • Brand new on-site gym with Personal Trainer.
  • Employee of the quarter and year awards.
  • Private Health Insurance with Vitality.
  • Brand new office refit.
  • Casual dress
  • On-site parking
  • Company events & social hours
Organisation: 
Ruroc