Rapha’s Customer Service team delivers the finest support and services in the world. 

As we continue to grow internationally and develop into key growth markets we need to continue to offer our refined level of service, and do so in a way that reflects our 24/7 retailing model.

Our customers have grown to expect and demand a highly personalised “high touch” customer experience, whenever they interface with the customer service team on matters of product advice, returns and general enquiries.

Rapha has a business strategy that has created a unique customer experience through both our website our Clubhouse estate. Rapha requires an experienced Customer Service Professional to complement our  Global Customer Service Operations, based out of our new location in Bentonville. 

  THE ROLE:

  • Act as an initial point of contact and member of the CS Team while assisting with all customers
  • Maintain the Rapha ethos of providing exemplary customer service in a professional manner
  • Provide timely communication with customers via email or phone, regarding returns, order processing, online registration and product enquiries
  • Keep abreast of product characteristics, future stock deliveries, promotions and customer service policies
  • Maintain active use and knowledge of the Rapha website and back office systems
  • Liaise with the distribution, shipping and finance functions to resolve customer queries
  • Observe at all times customer confidentiality and company policy surrounding data protection and security
  • Monitor Rapha’s social media platforms for customer services enquiries
  • Comfortable with working flexible hours, in an advance planned shift format

THE CANDIDATE:

The ideal candidate may possess some of the following skills and qualities:

  • Two or more years of experience in delivering an excellent customer experience and resolving customer enquiries as a Customer Care Advisor, Sales Assistant or similar, ideally in an apparel retail environment
  • Undergraduate degree preferred
  • Ability to improve working processes in a fast growing company and develop ideas to improve the customer experience
  • Articulate solutions with exceptional writing skills
  • An eye for detail and good organizational skills
  • Experience with Microsoft office applications
  • Previous experience of a back office web system or content management system is desirable but not essential
  • Knowledge of Data Protection policies is desirable but not essential
  • The ability to adapt to the changing structure of a growing company and team
  • The ability to manage time effectively with a diverse workload
  • Experience in cycling or some knowledge of cycling culture within North America

 


At Rapha, we welcome candidates from all backgrounds. We are always working to create an environment that is focused on equality, inclusion, empowerment and respect.

As part of our continued commitments to diversity, equity and inclusion, we would like to invite you to answer a set of voluntary demographic questions. If you choose to answer, the responses will only be used to help us identify areas for improvement in our hiring process and to measure our efforts to recruit diverse and under-represented talent. Your responses, or your choice not to respond, won’t be associated with your specific application and won’t in any way be used in the hiring decision. 

This information will be kept confidential and will be treated according to Rapha’s Privacy Policy, available here.


 

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