PA
papernestCustomer Care Expert – CDI
Customer Care Expert managing client inquiries and providing solutions for Papernest. Interacting via phone, email, and chat in a dynamic, hybrid environment.
About the role
- **The Role:**
- This role is for someone who is looking to kickstart their career in CRM. You will support our CRM strategy through email creation, data gathering and testing. Alongside this, you will be responsible for driving customer retention by providing an exceptional level of customer service to all MOTH customers.
- The role split will be approximately 70% CRM and 30% Customer Service, however during peak times there will be more emphasis on Customer Service. You will need to have a passion for problem-solving that is driven by helping others and consistently improving customer experience. As a small team, this is an great opportunity to develop your current skills whilst also expanding them across CRM.
- **CRM Responsibilities:**
- Plan, execute and schedule all email campaigns using Klaviyo.
- Manage the end-to-end email campaign briefing process, collaborating with the copy team to develop copy briefs.
- Lead email briefing and sign-off meetings.
- Contribute creative ideas for new email concepts and content.
- Keep the email marketing calendar updated and accurate.
- Segment the customer database to optimise campaign performance.
- Support data collection, reporting, and run testing initiatives to inform strategy.
- Update automated email flows with seasonal content, including imagery and copy.
- Monitor customer satisfaction surveys and compile feedback for analysis.
- Participate in weekly departmental meetings to stay aligned with wider team priorities.
- Assist in documenting CRM workflows, processes, and best practices.
- **Customer Service Responsibilities:**
- Provide customer support through a variety of channels including email, livechat, paid advertising and reviews.
- Take ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome.
- Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
- Complete weekly reports, proactively spotting patterns in customer communications, seeing where we can adapt our processes or product information to increase satisfaction.
- Drive conversions through the engagement of customers, suggestive selling, and sharing product knowledge.
Requirements
- Ideally 1 year+ of experience gained from a similar role and environment.
- Exceptional communication skills, written and verbal.
- Experience with website CMSs, ideally Shopify.
- Experience with customer systems such as ReAmaze or Gorgias, or Klaviyo.
- Team player, able to work with multiple business functions to achieve objectives.
Benefits
- We put lots of time and care into our interview process so that new MOTHs feel fully part of the team from the minute they walk into MOTH HQ. Therefore, our benefits are available to all MOTHs __**from day one without any minimum service requirement**__:
- **Flexible working hours **- Core working hours are 10am-4pm so you can choose your working hours to suit you (e.g. 8am-4pm, 9am-5pm or 10am-6pm)
- **Bonus** - up to 20% subject to personal and Company Performance, paid annually
- **Pension** – 3% employer contribution
- **Annual leave** - 27 Days Holiday (+ your birthday off) (+ 2 life admin days)
- **Working from abroad** - up to 2 weeks’ per year
- **Enhanced parental leave and support** - 20 weeks full pay for each parent from day one. We also offer parental transition coaching and Workplace Nursery Benefit to help out with nursery fees.
- **Private Medical** – Vitality including personal worldwide travel insurance
- **Learning and development** - Personal annual learning and development budget of £2,000 (alongside companywide training)
- **Snacks** - Free Breakfasts and more chocolate covered rice cakes than you could dream of
- **Socials** – weekly cocktail Thursdays, monthly Socials and summer/Christmas Parties
- **Free MOTH allowance **- Free monthly MOTHs allowance and discount codes for family and friends
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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