Please email your CV to careers@rockluggage.com if you would like to be considered for  any of the below vacancies.

Customer Service Executive

We are a fast-growing company based in Perivale West London (10 minute walk from Perivale tube station).

Rock is a travel brand on the rise, specialised in the development, manufacture, marketing and distribution of fashion-conscious luggage and travel goods.

We are an ambitious and dynamic company, with an open, friendly, and supportive culture.  We are looking for a Customer Support Executive to join our team.

About the role

As the Rock brand continues to grow and online expands as a share of our business, we are having more and more direct contact with our end customers, the users of our bags and luggage.  How we communicate with our customers and handle their queries is a key element of our brand image. You will be an integral part of the team, involved in all aspects of customer support and communication.

This will include, amongst other duties:

• Answering the phone and assisting callers or directing them to the correct team member as appropriate
• Responding to customer queries via email
• Managing returns and recording data on our software system
• Arranging courier deliveries and collections
• Arranging repairs and replacements for faulty products
• Responding to customer reviews
• Recording and collating customer comments and suggestions
• Involvement in developing and refining customer support policies
• Making product development recommendations based on customer feedback

You will be given the training and support you need to do your job to the best of your ability.  In return, we are looking for someone who is engaged, proactive and who works within the team to help us grow and improve.

Requirements

• Excellent written and spoken English – can communicate clearly and sensitively with customers
• Calm and composed under pressure
• Ability to empathise with others’ points of view
• Good organisational skills
• Ability to multi-task, prioritise and manage your workload
• Good level of computer literacy (MS Outlook/Word/Excel and social platforms)
• Experience of working in a customer facing role would be an advantage

Benefits

• Hardworking, ambitious, but friendly and informal work environment
• Join a vibrant, fast growing, supportive team
• Day to day exposure to all aspects of the business – gain invaluable experience
• Opportunity to progress and develop the role
• Regular 35 hours per week
• 20 days annual leave plus Bank Holidays
• Pension scheme
• Employee discount

Hours: Monday – Friday, 9am-5pm