Customer Care Representative

Job Summary:

We are looking for Customer Care Representatives to join our Customer Experience team. This is an immediate and full-time opportunity to join our rapidly growing UK based team. We are looking for candidates who are fluent in German and English who will be the “voice” of Ruggable in the front lines, interacting with customers primarily via phone, email and chat. The ideal candidate is someone with prior experience working in customer service, has a positive attitude, and also thrives in a fast-paced work environment.

We have big plans for Ruggable’s growth in the UK and Europe and this role is integral to our success. This is a great opportunity for a highly motivated candidate looking for training, career progression and to be part of a collaborative, high performing team!

This role offers flexible working with the option to work in our London office, Birmingham office or remotely.

What You’ll Do: 

• Serve as the “voice” for Ruggable in the front lines, delivering excellent customer service experiences via email, chat and phone
• Track and meet KPI targets (service level agreement/first response time, quality, customer satisfaction, etc.)
• Take ownership of issues and put our Customers First to help resolve their problems
• Provide timely and thorough resolution to customer inquiries (common inquiries include: returns, cancellations, exchanges, tracking and status updates, product recommendations, etc.)
• Collaborate with other functions (Tech, Ops, Product, etc.) to maintain expert-status on knowledge of the products / features
• Communicate with management to escalate problems and recommend resolutions

What You’ll Need to Have:

Required:

• Fluent in German and English, both written and spoken
• Professional written and verbal communication skills 
• Ability to process inbound customer requests via phone, email and chat 
• Able to solve problems with empathy and patience
• Team player with a positive ‘can-do’ attitude
• Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
• Must be a self starter and multi-tasker - while remaining responsible and detail-oriented

Preferred:

• Experience with e-commerce companies (i.e., websites + apps) 
• Familiarity with Zendesk and Shopify 
• Experience in customer care or customer service