Seasonal Customer Care Assistant

RIXO’s story began in the London living room of best friends Henrietta & Orlagh, born from their passion for vintage.

Our philosophy is making all our customers feel the best version of themselves. Filling a gap in the contemporary market with feminine shapes and high-quality materials from everyday to Occasion wear. Always inclusive, always empowering, we create a fusion of original hand-painted prints and timeless silhouettes to flatter every woman, irrespective of age, season, size, nationality or time of day.

About the Role:

We're looking for a Customer Care Assistant to join us with an immediate start in a seasonal temporary role until the end of the year. 

As a Customer Care Assistant, you’ll be building meaningful relationships with our customers, ensuring every interaction reflects our commitment to exceptional service. You’ll provide a personal, professional, and timely response across phone, email, and live chat channels, striving to exceed expectations and resolve issues effectively.

Key Responsibilities:

Customer Response:

• Address and resolve all customer queries, feedback, and complaints promptly across both UK and international markets.

• Prioritise incoming calls and voicemails, ensuring they are handled with urgency and care.

• Maintain a professional, friendly, and polite demeanor in all customer interactions.

• Ensure urgent matters are addressed immediately, with all customer queries receiving a response within 24 hours whenever possible.

• Personalise responses to reflect the unique needs of each customer.

• Forward customer feedback to the appropriate departments and escalate pressing issues or store complaints.

• Collaborate with the warehouse team to ensure orders and refunds are processed smoothly, resolving any emerging issues.

• Respond to negative reviews within 24 hours and work towards resolving customer concerns effectively.

• Engage with positive customer feedback on review platforms to build rapport and continue the conversation.

Social Media:

• Monitor and manage Instagram and other social platforms to ensure timely and brand-aligned responses.

• Address negative posts quickly, escalating as necessary, and ensure they are resolved appropriately.

• Build rapport with customers by engaging with comments on posts (not just complaints), creating opportunities to upsell products and reinforce brand loyalty.

Requirements:

• Experience in customer care, preferred experience within a premium fashion or lifestyle brand.

• A proactive, solutions-focused attitude with a passion for delivering exceptional service.

• Strong communication skills, both written and verbal, with the ability to adapt tone and style to different platforms and audiences.

• Familiarity with Zendesk, Yotpo, and social media platforms is preferred.

• A collaborative approach, with the ability to work cross-functionally while keeping the customer at the heart of every decision.