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For Companies At a Glance
- Tasks: Deliver exceptional customer care via phone, email, and social media.
- Company: Join RIXO, a contemporary fashion brand empowering women through unique designs.
- Benefits: Gain hands-on experience during an exciting rebrand and London Fashion Week return.
- Why this job: Be part of a pivotal moment in fashion and enhance your customer service skills.
- Qualifications: Experience in customer care and strong communication skills preferred.
- Other info: Dynamic, part-time role with opportunities for growth in a creative environment.
Join to apply for the Customer Experience Assistant role at RIXO.
About RIXO: RIXO is a contemporary fashion brand known for its unique, vintage-inspired prints, flattering silhouettes, and commitment to empowering women through self-expression. Founded with a passion for originality and creativity, we’re an innovative and fast-growing brand with a strong presence both online and in global markets. In 2025 we are undergoing a full rebrand launching in September and will be returning to London Fashion Week that same month. This is a rare opportunity to be part of a pivotal moment in the brand’s evolution and gain real, hands-on experience at the heart of it.
About the role
We’re looking for a part-time Customer Experience Assistant to deliver exceptional customer care by providing personal, professional, and timely responses via phone, email, and live chat, ensuring that RIXO surpasses customer expectations and resolves issues at all times.
Under the direction of the Customer Experience Manager, you will take ownership of customer responses across all social media platforms and review sites, providing a consistent high level of service and building relationships with customers across all communication channels.
Responsibilities
- Customer Response
- Respond to and resolve all customer queries, feedback, and complaints across the UK and internationally.
- Prioritize calls and voicemails; aim to respond within 24 hours where possible.
- Be clear, polite, helpful, and friendly over the phone; maintain a professional and positive attitude.
- Direct relevant customer feedback to the appropriate department and escalate urgent issues.
- Work with the warehouse to fulfil orders and refunds and escalate any issues.
- Respond to negative reviews within 24 hours and strive to resolve the issue; respond to positive comments to keep the dialogue going.
- Social Media
- Oversee Instagram and ensure high-quality responses across platforms; tailor responses to each platform and align with brand tone.
- Handle negative posts swiftly and escalate as needed; build rapport with customers through proactive engagement and upsell where appropriate.
- Attend weekly team meetings to stay informed of marketing activity and provide customer-centric feedback.
- Provide a detailed weekly summary including trends and suggestions.
- Conduct competitor research on social media and share findings.
- CX
- Zendesk: act as a super user, onboarding new initiatives, and coordinating with the account manager.
- Yotpo: ensure all reviews are engaged with within 24 hours where possible.
- Deliver proactive Surprise & Delight programs as directed by the Customer Experience Manager.
- Reporting
- Maintain a weekly log of contacts with summaries of reasons and resolutions.
- Provide monthly lessons learned and suggest improvements based on contacts and reviews.
- Provide garment feedback to product teams; monitor unfulfillable orders and returns paperwork.
- Log all gifts, discounts, manual refunds, and customer details as necessary.
- Record all garment faults and feedback to Garment Technologists for review.
- React quickly to potential issues and escalate as needed.
Qualifications / Requirements
- Experience in customer care within a premium fashion or lifestyle brand is preferred.
- Positive, can-do attitude with problem-solving mindset and commitment to brand values and customer-centric service.
- Strong communication skills and ability to provide individual, personalized responses.
- Familiarity with Zendesk and Yotpo is desirable.
Role details
- Seniority level: Mid-Senior level
- Employment type: Temporary (part-time)
- Job function: Other
- Industries: Apparel & Fashion
- Location: London, England, United Kingdom
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Customer Experience Assistant employer: RIXO
Contact Detail:
RIXO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Assistant
✨Tip Number 1
Get to know RIXO inside out! Familiarise yourself with their unique prints and brand values. This way, when you chat with them, you can show off your passion for the brand and how you can contribute to their customer experience.
✨Tip Number 2
Practice your communication skills! Whether it’s over the phone or on social media, being clear and friendly is key. Try role-playing with a friend to nail down your responses and keep that positive attitude shining through.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a negative situation into a positive one. This will demonstrate your commitment to customer care and align with RIXO's values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Experience Assistant
Some tips for your application 🫡
Show Your Passion for Fashion: When writing your application, let your love for fashion shine through! Mention any relevant experience or personal stories that connect you to RIXO's unique style and commitment to empowering women. We want to see your personality and enthusiasm!
Tailor Your Responses: Make sure to customise your application to reflect the role of Customer Experience Assistant. Highlight your communication skills and any experience with customer care, especially in a fashion context. We’re looking for someone who can connect with our customers just like we do!
Be Professional Yet Friendly: In your written application, strike a balance between professionalism and friendliness. Use a warm tone that reflects how you would interact with customers. Remember, we want someone who can provide exceptional service while being approachable and relatable!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at RIXO
✨Know the Brand Inside Out
Before your interview, dive deep into RIXO's history, values, and latest collections. Understanding their unique, vintage-inspired prints and commitment to empowering women will help you connect with the brand during your conversation.
✨Showcase Your Customer Care Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight how you resolved issues, maintained a positive attitude, and built relationships with customers, as these are key for the Customer Experience Assistant role.
✨Familiarise Yourself with Tools
If you have experience with Zendesk or Yotpo, be ready to discuss it! If not, do a bit of research on these platforms. Showing that you're proactive about learning new tools can impress the interviewers.
✨Engage with Social Media
Since the role involves managing customer interactions on social media, think of ways you could enhance RIXO's online presence. Bring ideas to the table about how to handle negative comments or engage with customers effectively.