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 from our single distribution centre in Gloucester and we are primed ready to dominate an industry that has been stagnant for too long!
- In 2019 we had our first $1m turnover day
- In 2020 we had our first $1m turnover hour
- In 2021 we had our first $1m turnover in 30 minutes
Ruroc, recently backed by VC firm BGF with £7m, is completely D2C. 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 have invested in our own Ruroc Factory to keep up with our ever-snowballing demand.
Reporting into the Head of Customer Xperience, we are on look out to add a Customer Service Agent 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 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…
- Customer Service experience.
- Worked in a fast paced customer response team
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