Customer Care Representative (English & German Speaking, 1 year Fixed Term Contract)

Ruggable; Greater London; Remote; GBP 22,000 - 28,000; Full time

Job summary

Ruggable is seeking a full-time Contract Consumer Care Representative to join our international team. You will interact with European customers in English and German, primarily via phone, WhatsApp and email, and provide timely resolutions to inquiries.

As the frontline voice of Ruggable, you will support returns, cancellations, exchanges and order status, while acting as a product expert. Remote, UK-based, with Monday–Friday BST hours.

Qualifications

• Experience in customer service via phone, chat and email.
• Fluency in English and German.
• Based in the UK for the duration of the contract.
• Experience with Shopify and Zendesk in ecommerce environments.
• Ability to support omnichannel consumer care.

Responsibilities

• Deliver consumer service primarily via phone, chat and email.
• Provide timely and thorough resolution to inquiries (returns, cancellations, orders, etc).
• Act as product expert with knowledge of website, features and stockists.
• Elevate issues to management with recommended solutions.
• Collaborate with teammates to improve efficiency and knowledge sharing.

Skills

Phone support experience

Customer service

Written communication

Verbal communication

Google Sheets

Microsoft Excel

Multilingual (German & English)

Empathy

Team player

Tools

Shopify

Zendesk

Job description

• Ruggable is looking for a full-time Contract Consumer Care Representative to join our international team to cover a maternity leave!


• This individual will act as the voice of Ruggable, interacting with our European customers in English and German primarily via phone, WhatsApp and email


• The ideal candidate is someone with prior experience conducting phone calls in customer service, has a positive and upbeat attitude, and thrives in a fast-paced work environment with highly engaged teams


• Serve as the frontline voice of Ruggable to our consumers, delivering excellent consumer service primarily via phone, chat and email


• Provide timely and thorough resolution to consumer inquiries, including ones pertaining to returns, cancellations, exchanges, order status, product recommendations, etc


• Act as a product expert, maintaining a well-rounded understanding of our website, features, stockists and products


• Communicate with management to elevate problems and recommend resolutions to better our consumer experience


• Be a collaborative team player by supporting your teammates and sharing helpful tools or methodologies to enhance efficiency across the team


• Monday - Friday, 8:00 am - 5:00 pm BST


• ~1 year fixed term contract, remote (required to be based in the UK)

Benefits

• Strong Company Culture


• Career Growth Opportunities


• Employee Discount


• Competitive Health Benefits

• Self starter and multi-tasker, while remaining responsible and detail-oriented


• Excellent written and verbal communication


• Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)


• Willingness to work between flexible shift schedules to support live channels as needed


• Ability to resolve inbound inquiries across channels with high empathy and customer engagement


• Physically based in the UK for the full length of contract


• Must be a team player


• Fluency in German and English


• Passionate about helping others and finding solutions


• Ability to summarize and elevate issues quickly and concisely


• Experience working in omnichannel CPG organizations


• Familiarity with ecommerce and CRM platforms (Shopify, Zendesk), best practices and industry at large


• Trilingual (English, German, French)