Customer Experience Support Executive

Date Posted:

PACK’D are on a mission to help people follow a healthy lifestyle, reduce food waste and save the planet. We’ve created a range of deliciously nutritious frozen smoothie kits and ingredients for breakfast, blending and baking.

The Role

We are looking for a consumer loving, brand champion to join our growing team!  

Are you hungry to get stuck into a growing brand that are helping people eat well to feel great. A brand with a focus on all things nutritious with sustainability at the heart of what they do – then you might just be right for PACK’D and we might just be right for you.  

We are looking for a Customer Experience Executive who will help our consumers find out more about our brand, solve any issues they may have and answer their questions in an upbeat and helpful PACK’D manner. There will be a need to be email and socials savvy as our customers get in contact. 

Key Responsibilities

Although not limited to, the main responsibilities would be:  

  • Customer experience through customer services - be the first point of contact for queries and questions from our hello@packd.co.uk email inbox, responsible for responding to negative and positive consumer experiences with a positive attitude.  
  • Posting , responding and filing and communication CX related through our social platforms (Facebook and Instagram primarily), ensuring comms and responses are actioned. 
  • Resolving issues and dealing with customer enquiries promptly. 
  • Maintaining the brand at all time via communications with customers.  
  • Liaising with our delivery partners daily e.g. DHL, DPD etc.  
  • Liaising with our co packing team at the fulfilment/production site daily, to ensure the smooth running of orders being sent out.  This will involve weekly team meetings. 
  • Keeping track of all issues and enquiries on internal sheet. 
  • Keeping track of all comments/reviews/ activity so we can act on any key consumer insight  
  • Other administration tasks may be required,  
  • Ad hoc trips to post out samples. 

 

Results driven:  

  • Track any complaints  
  • Track and report any customer reports of non-conformance. 
  • Website experience, ensure the UX works for all our visitors  

 

Skills: 

  • Excel 
  • Shopify experience would be ideal  + Zen Desk experience preferred 

About You

An outgoing individual who is helpful, amiable and will go above and beyond to make the consumers’ experience frictionless – a true PACK’D person. The individual will be approachable and warm in their tone and nothing is too much trouble.    Great written skills needed for responses to customers. 

What You'll Get

  • 18 hours per week (4 hours a day Monday to Friday) 
  • Core hours: 9am – 1pm 
  • Role is remote with travel to Twickenham London, once a month.