At a Glance
- Tasks: Create amazing customer experiences and build lasting relationships through personalised communication.
- Company: RIXO, a vibrant fashion brand known for unique vintage dresses.
- Benefits: Hybrid working, generous leave, staff discounts, and health cash plan.
- Other info: Dynamic work environment with opportunities for growth and collaboration.
- Why this job: Join a passionate team and make a real impact on customer satisfaction.
- Qualifications: Experience in customer service, excellent communication skills, and a love for problem-solving.
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 elevate 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?
- Hybrid working: three days on-site each week.
- 25 days annual leave plus bank holidays.
- Generous staff discount across all RIXO collections plus early access to sample sales before anyone else.
- Team socials that actually happen. We celebrate the work and the people behind it.
- Health cash plan to cover the everyday stuff: opticians, physio, dental. The things that add up.
Customer Experience Assistant employer: Rixo Limited.
At RIXO, we pride ourselves on being an inclusive employer that places our people at the heart of everything we do. Working as a Retail Sales Associate in our vibrant Carnaby Street store offers you the chance to thrive in a supportive environment where your passion for fashion and customer service is celebrated. With competitive benefits, a focus on employee wellbeing, and ample opportunities for personal and professional growth, RIXO is the perfect place for those seeking meaningful and rewarding employment in the fashion industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Assistant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rixo 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 Rixo 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 Experience Assistant
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 Rixo Limited.:Your cover letter is your chance to shine! Tell us why you want to work at Rixo 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 Rixo Limited.!
How to prepare for a job interview at Rixo 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.
