Customer Experience Advisor - MPB

Do you know your way around a camera, have an interest in photography and want to use that knowledge in your day job? Do you give fantastic customer service?

MPB is the largest platform for buying and selling used photography and videography equipment. We’re growing our Customer Experience team and are looking for a US-based advisor to join us.

Purpose of the role:

The Customer Experience Advisor at MPB is responsible for supporting customers throughout their buying, selling, or trading journey. This involves providing expert advice, guiding customers through the website, and addressing any transactional enquiries, including delivery and returns. The role involves the establishment and maintenance of excellent relationships with customers across multiple channels, delivering consistently high levels of personalised service. The Advisor manages a busy workflow, collaborating with Operations and all relevant internal teams to ensure efficient and effective customer communications. The advisor takes personal ownership of the customer experience, driving loyalty and enhancing MPB's brand reputation through efficient and effective issue resolution.

Key responsibilities:

• Establish and maintain excellent working relationships with our customers across multiple channels
• Deliver an outstanding experience in every interaction with professional and consistent levels of highly personalised service
• Confidently manage a busy workflow, offering customer-focused solutions to achieve the highest levels of satisfaction
• Close collaboration with internal operations teams to ensure timely resolution of any outstanding order issues
• Liaise with the Marketing team regarding current promotions, discounts, and active campaigns
• Closely communicate with external partners (e.g. couriers) to proactively and efficiently manage fulfilment and delivery services
• Partner with colleagues in other markets to stay up-to-date on global best practices and optimise regional CE workflows / processes
• Personally take ownership of the customer experience, driving loyalty and value by enhancing MPB’s brand reputation through every positive resolution

Person Specification:

• Highly organised with close attention to detail
• Confident and friendly communication style across multiple contact channels
• Customer focused and resourceful problem-solver - you excel in exploring options to resolve complex situations
• Resilience to work through tricky situations when things do not go as planned
• Ability to work both autonomously and collaboratively in your team is critical to success
• Technology-savvy, ideally with a background in using Customer Support software / tools

Skills & Qualifications:

• Previous experience in an office-based or remote contact centre environment, or demonstrable face-to-face service experience
• Photographic product knowledge would be an advantage
• Additional fluency in 2nd or 3rd languages a huge benefit

Salary: $47,000

Benefits:

• Competitive salary
• PTO allowance
• Medical/Dental/Vision
• 401k
• Company EAP
• Employee Discounts
• Dog-friendly office
  
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At MPB, we support our staff and their careers in every way we can.

As well as all the standard benefits, we have clear career frameworks in place so that you know where your career is going to develop.

The wellbeing of our employees is paramount and we provide private healthcare from your start date as well as access to our EAP to support your mental wellbeing.