Customer Experience Representative

Lexxola is looking for a Customer Experience Representative to join the small, passionate team in London.

As the voice of Lexxola, the successful applicant will be the first point of contact for our customers, delivering exceptional service and solving problems with precision. In addition to customer support, the Customer Experience Representative involves operational responsibilities, including managing order workflows, coordinating with fulfilment teams, monitoring processes, and helping optimise internal systems. Overall, the role offers the opportunity to contribute to broader projects across operations and marketing, playing a key role in improving the customer experience and supporting the business's growth.

Responsibilities of the Customer Experience Representative include, but are not limited to:

• Deliver outstanding service across all customer enquiries, including complaints and escalations, handling each professionally and working toward timely, positive resolutions in line with Lexxola’s brand tone.
• Accurately process orders, refunds, exchanges, and replacements, and keep customers updated on delivery statuses.
• Coordinate with the warehouse team to resolve fulfilment delays and order or delivery issues.
• Manage customer feedback, returns, and inventory logs, including reporting on trends, pre-orders, and returns metrics, while collaborating with internal teams to identify recurring issues and suggest process improvements.
• Contribute to operational initiatives and ad-hoc projects, helping to improve processes, logistics, and overall efficiency across the business.

What Lexxola is looking for...

Required:

• Customer-centric attitude with a genuine passion for delivering memorable experiences.
• Proactive and solution-oriented.
• Excellent written communication skills.
• Highly organised with strong time-management and multitasking abilities.
• Detail-oriented with strong administrative skills and confidence working across multiple systems.

Beneficial:

• Experience in e-commerce customer service.
• Strong connection with our brand identity.
• Experience with Shopify and Gorgias.
• Experience handling returns, exchanges, and chargebacks, with familiarity in order fulfilment, logistics, and delivery processes.
• Proficiency with spreadsheets, data entry, and reporting tools.

What you'll get from working at Lexxola:

• Opportunity to join an exciting and rapidly growing business
• 25 days of annual leave
• Annual product budget + Lexxola friends and family discount
• Hybrid working

Application

Apply with a CV and a cover letter outlining your suitability and interest.