At a Glance
- Tasks: Provide top-notch customer support and resolve queries with a personal touch.
- Company: Join Jirox Limited, a dynamic brand creating innovative outdoor gear.
- Benefits: Competitive salary, consistent hours, and opportunities for growth.
- Other info: Collaborative team environment with modern tools and AI workflows.
- Why this job: Be the voice of our brand and make a real difference in customer experiences.
- Qualifications: Experience with helpdesk tools and strong communication skills required.
The predicted salary is between 25000 - 27500 £ per year.
We build brands people actually use. At Jirox Limited, we don't just sell products — we imagine, design, and launch them from scratch. Our flagship brand MoverX delivers outdoor gear, foldable wagons, and camping accessories to customers across Amazon, eBay, Shopify, and major UK retailers including B&Q, Tesco, Mountain Warehouse, and The Range. Everything happens in-house: concept research, prototyping, branding, packaging, supplier coordination, performance marketing, and logistics. We're a lean, fast-moving team — and we're growing.
The Role
We're looking for a Customer Support Specialist who's proactive, solutions-oriented, and genuinely cares about giving customers a great experience. You'll be the frontline voice of our brands — handling enquiries, returns, refunds, and everything in between across multiple platforms. You'll work closely with our logistics and ecommerce teams to make sure every interaction is fast, accurate, and leaves the customer feeling looked after. Reporting to: Operations Manager.
What You'll Be Doing
- Own all incoming customer communication via eDesk — responding quickly, accurately, and in line with our brand tone of voice.
- Use AI-powered support tools (eDesk AI / PowerHelp) to increase efficiency while keeping a personal, human touch on complex queries.
- Handle inbound phone calls, providing clear information on product specs, shipping, and general enquiries.
- Process and manage returns — tracking, logging, and ensuring items are handled correctly in our systems.
- Coordinate replacements for faulty or damaged products, working with the warehouse team for fast dispatch.
- Evaluate return requests against company policy to ensure fair, consistent outcomes.
- Authorise and issue refunds accurately through our payment gateways and ecommerce platforms.
- Maintain accurate records of all customer interactions, disputes, and resolutions.
- Spot recurring product issues or customer pain points and flag them to the Product Development team.
- Contribute to Help/FAQ content on our brand websites to reduce repeat enquiry volume.
- Work with logistics to track delayed shipments and proactively update customers.
- Help maintain high CSAT scores and positive marketplace feedback ratings across all channels.
What We're Looking For
- Helpdesk experience — you've used eDesk, Zendesk, Freshdesk, or similar.
- AI-comfortable — you're happy using AI-assisted support tools to work smarter, not harder.
- Strong communicator — excellent written and verbal skills with a professional phone manner.
- Problem solver — calm under pressure, able to troubleshoot and resolve complaints effectively.
- Organised — confident managing high ticket volumes without dropping the ball.
- Tech-literate — comfortable navigating ecommerce platforms and internal systems.
- Empathetic — you genuinely want to help customers and improve their experience.
Why Join Us?
- Join a growing ecommerce brand with real momentum across major UK retailers.
- Office-based role in Rugby — be part of a close-knit, collaborative team.
- Opportunity to grow with the company as we scale.
- Work with modern tools and AI-powered workflows.
- Consistent hours (09:30–17:30, Mon–Fri) — no shift work, no weekends.
Customer Support Specialist in Rugby employer: Jirox Limited
At Jirox Limited, we pride ourselves on being an innovative employer that values collaboration and employee growth. As a Customer Support Specialist in our Rugby office, you'll enjoy a supportive work culture, consistent hours, and the opportunity to work with cutting-edge AI tools while contributing to a brand that is rapidly expanding across major UK retailers. Join us to be part of a dynamic team where your contributions truly matter and where you can develop your skills in a thriving environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Rugby
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jirox Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jirox Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist in Rugby
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jirox Limited:Your cover letter is your chance to shine! Tell us why you want to work at Jirox Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jirox Limited!
How to prepare for a job interview at Jirox Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
