Customer Care Representative

Title: Customer Care Representative (English & German Speaking/UK Based) - FTC

Location: United Kingdom

About Ruggable:

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function. If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Job Summary:

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.

What You’ll Do:

• 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 escalate 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

What You’ll Need to Have:

Required:

• Fluency in German and English
• Physically based in the UK for the full length of contract
• Excellent written and verbal communication
• Passionate about helping others and finding solutions
• Ability to resolve inbound inquiries across channels with high empathy and customer engagement
• Ability to summarize and escalate issues quickly and concisely
• Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
• Must be a team player
• Self starter and multi-tasker, while remaining responsible and detail-oriented
• Willingness to work between flexible shift schedules to support live channels as needed

Preferred:

• Experience working in omnichannel CPG organizations
• Familiarity with ecommerce and CRM platforms (Shopify, Zendesk), best practices and industry at large
• Trilingual (English, German, French)

Details:

• Monday - Friday, 8:00 am - 5:00 pm BST
• ~1 year fixed term contract, remote (required to be based in the UK)
• £ 28,000 base salary

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.

If you are based in California, we encourage you to read this important information for California residents linked here.

To all recruitment agencies: Ruggable does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Ruggable employees or any other company destination. Ruggable is not responsible for any fees related to unsolicited resumes.