Customer Experience Agent

Alfreton, Derbyshire


We have an exciting opportunity for an experienced Customer Service focused individual to work as part of the B2C Customer Experience Team within our General Sales Office in Alfreton, Derbyshire.  This high-profile role will see you as first point of contact for our Rab and Lowe Alpine customers. 

Key responsibilities will include:

  • Provide quick, accurate solutions to customer problems and follow up to ensure a happy resolution
  • Go the extra mile to engage customers and build trust and community through open and authentic communication
  • Work with internal teams and external vendors to resolve customer order and product issues.
  • Deliver channel appropriate customer service (YOTPO, Phone, Zendesk etc)
  • Lead product review moderation and Q&A through the YOTPO review platform
  • Regularly log and feedback to the Customer Experience Supervisor regarding customer needs and product feedback. Making recommendations on how to reduce customer complaints, how to assist customers to self-serve by looking at improving navigation and support material on our websites.
  • Represent the brand voice and company culture in all customer interaction 

To join us you must have:

  • Outdoor Experience – you will be active in the outdoors and have a thorough understanding of how Outdoor Clothing and equipment affects your comfort/performance in the outdoors depending on the weather and activity being participated in.
  • First rate written and verbal communication skills
  • Superb organisational skills—you are proactive, responsive and able to simultaneously manage multiple projects and commitments
  • Passion and a genuine care for customer experience and customer support
  • Ability to actively listen, understand, and resolve customer issues in an empathetic and diplomatic manner 
  • Previous experience utilizing a ticket system (e.g. Zendesk) is a plus 
  • Knowledge of another European Language verbal and spoken would be an advantage but not essential 

What we can we offer you in return:

A competitive salary, company bonus scheme, pension and life assurance, flexible working schemes and an early finish on Fridays.  Great staff discounts on our products and we offer a wide range of reciprocal trade discounts on climbing, bikes, camping, sailing and running equipment.  We have a casual dress code and we operate an open and friendly company with a relaxed environment but we work hard to get the job done.  We have great modern office facilities and free on-site parking. 

About us:

Equip Outdoor Technologies UK Ltd based in Alfreton, Derbyshire specialise in the design and marketing of technical outdoor clothing and equipment. Our experienced and enthusiastic team develop innovative designs, manufactured to the highest standard and brought to market throughout the world.  Equip Outdoor Technologies own and operate two leading aspirational outdoor brands Rab and Lowe Alpine.  For further information on Equip please visit our website at 

How to apply:

The closing date for applications is 5th April 2019.  Applicants should apply by sending a CV and covering letter via our recruitment portal through the following link: Please click here 

For general enquiries contact: 

No Agencies please

20 Mar 2019
Closing date:
05 Apr 2019
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