Customer Experience Assistant

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.

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.

• 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.

• 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.

• Process customer refunds, returns, exchanges and order amendments accurately across Shopify, Net Suite 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 elevate them to the relevant teams.

• 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.

• 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.

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,…