Are you a creative problem solver?

We are growing our customer experience department and are looking for enthusiastic and customer focused people to support our customers via live chat, email and phone.

MPB is the leading platform for buying and selling used photography and videography equipment around the world.

This is a fully remote position but you will need to come to our Brighton office once every 8/9 weeks for team days. You’ll have plenty of notice before these team days and it’s a day to focus on collaboration, idea sharing and wellbeing.

Why should you work in MPB’s customer experience team?

You will be joining a progressive department who are focused on problem solving, building relationships with customers, and providing an exceptional customer experience. We are international, vibrant, creative, and constantly learning.

Your role will be blended and you will be supporting customers via live chat (30%), email (50%) and over the phone (20%). We proactively support customers with industry leading self-service, but when they do want that human touch you can take ownership and provide exceptional technical support - so that you both get the satisfaction you “need”.

You will also have the opportunity to progress your career within customer experience. Whether you want to develop into a team lead or if your interests diversify across other areas of customer experience - you will have the opportunity to develop yourself and your career.

Working with market leading SAAS tools, you will speak to a diverse range of people across countries and cultures.

As a Senior Customer Experience Advisor you’ll be reporting directly to one of the Team Leaders, and take on a varied role including:

• Act as an experienced and more ‘seasoned’ CE Advisor in the Customer Experience team.
• Act as the first point of contact for all customers and role model expected behaviour within the team.
• Ensuring that calls and chats are taken effectively and efficiently, providing a positive customer experience, placing the customer first.
• Responsible for general queries in regional ‘ask channels’
• Responsible for supporting the Team Leader with escalations and being a knowledgeable advisor with specialist cases.
• Act as a Knowledge Champion and support the Knowledge Manager.
• Offering expert advice and guidance across all products and helping people navigate the MPB site.
• Processing GDPR requests.
• Providing Team Leader cover where required.
• Supporting training for new and existing members of staff alongside the CCM, TL and Trainer.
• Occasionally responding to review sites to assist Team Leader during annual leave.

Skills you’ll need

• Customer service experience with a genuine passion for helping and engaging with customers to solve problems. Experience writing quality emails and experience on the phone.
• Some knowledge of photography or videography equipment or a willingness to learn.
• Great attention to detail.
• Excellent phone skills and a positive, respectful attitude.
• A fast learner with good judgement.
• Self motivator and multitasker.
• Someone who could progress to Team Leader one day.

We are a global company so any additional language skills you have will be highly beneficial.

Benefits

At MPB we support our staff and their careers in every way we can.

We provide 25 days annual leave + bank holidays, 4% employer contributory pension scheme, private healthcare from your start date.

You will also have access to our EAP, a range of employee discounts, a buzzing social calendar and a dog friendly workplace.

Salary: £25,000 per annum