ABOUT RIXO
A rail of vintage dresses. A London flat. Two best friends who wanted to build the brand they couldn't find. That was 2015. Today, RIXO is six stores across London, New York, and Ireland, known for original hand-painted prints, bias-cut silhouettes, and sizing up to a UK 26. We design for every woman, every occasion, every body. The pieces are meant to be worn, loved, and kept.
ROLE OVERVIEW
At RIXO, Customer Experience is at the heart of everything we do. As a Customer Experience Assistant, you'll play a key role in creating exceptional experiences that reflect our brand values, building lasting relationships with our customers while acting as an advocate for their needs across the business, through personal, professional and timely responses via phone, email and live chat.
This role goes beyond answering queries. You'll own the customer journey from start to finish, working across departments to resolve issues, improve processes and enhance the experience. Reporting to the Customer Experience Manager, you'll also support wider business initiatives, spot trends, flag recurring issues and help shape the future of Customer Experience at RIXO.
KEY RESPONSIBILITIES
Customer Experience:
Deliver exceptional customer service across email, telephone, live chat and social media, ensuring every interaction reflects the RIXO brand.
Build genuine relationships with customers through warm, personalised and empathetic communication.
Manage customer queries from initial contact through to resolution, taking ownership throughout the entire customer journey.
Prioritise workload effectively to ensure first responses are delivered within agreed service levels and customer enquiries are resolved promptly.
Maintain excellent written communication, tailoring every response to the individual customer.
Confidently handle complaints and challenging conversations, balancing empathy with company policy.
Escalate customer issues appropriately while proactively seeking solutions whenever possible.
Monitor customer satisfaction and identify opportunities to continually improve the customer experience.
Workload & Service Management:
Proactively manage Zendesk throughout the day, ensuring customer tickets are prioritised, progressed and resolved efficiently.
Maintain agreed customer service KPIs, including first response times, resolution times and customer satisfaction.
Actively monitor telephone, live chat and social channels throughout the working day
Manage customer investigations proactively, providing timely updates and following through on outstanding actions.
Work collaboratively with the wider Customer Experience team to ensure workloads remain balanced during busy trading periods.
Operational Excellence:
Process customer refunds, returns, exchanges and order amendments accurately across Shopify, NetSuite and other internal systems.
Maintain exceptional attention to detail when completing customer and financial transactions.
Ensure all customer interactions, order notes and operational records are accurately documented.
Follow company policies and operational procedures consistently, escalating where clarification is required.
Support fraud prevention by reviewing high-risk orders and taking appropriate action.
Work closely with our warehouse and third-party logistics partners to resolve fulfilment, delivery and returns queries.
Identify recurring operational issues and proactively escalate them to the relevant teams.
Customer Insights & Continuous Improvement:
Monitor customer feedback across reviews, surveys and social channels, identifying emerging trends and recurring issues.
Respond to customer reviews and identify opportunities to improve customer satisfaction.
Provide regular feedback to internal teams on product quality, website experience, operational issues and customer sentiment.
Support continuous improvement by suggesting process enhancements based on customer feedback and operational insights.
Escalate recurring customer issues to ensure root causes are investigated and resolved.
Ecommerce & Cross-Functional Support:
Provide ad hoc support to the Ecommerce team during peak trading, product launches and wider projects
Assist with website launches, product updates, size guides and customer-generated content (UGC) uploads as required
Update website support pages and customer-facing content in Shopify, keeping information accurate and clear
Collaborate across Ecommerce, Retail, Buying, Merchandising, Marketing, Press and Operations to deliver the best possible experience
Share customer insights with internal teams to improve website content, journeys and processes
ABOUT YOU:
We're looking for someone who genuinely enjoys helping people and thrives in a fast-paced environment. You'll be naturally organised, empathetic and solutions-focused, with excellent attention to detail and a desire to continuously learn. You'll be someone who:
Has previous experience in Customer Experience, Customer Service or Hospitality, ideally within premium fashion, retail or lifestyle.
Is an excellent written and verbal communicator.
Can prioritise effectively while managing multiple tasks and communication channels.
Demonstrates excellent attention to detail and accuracy.
Enjoys problem-solving and taking ownership of customer outcomes.
Is naturally curious and always looking to improve processes. •
Works collaboratively and enjoys supporting colleagues across different teams.
Remains calm and professional under pressure.
Has confidence using multiple systems and enjoys learning new technology.
Embodies RIXO's values of Entrepreneurial Spirit, Stay Curious and Better Together.
Above all, we're looking for someone who genuinely cares about creating memorable customer experiences and wants to play an active role in helping RIXO continue to grow.
WHY RIXO?
