Customer Experience Advisor, MPB
$47k
2+ days a week in office (Brooklyn, NY)
Used photography & videography marketplace
Be an early applicant
Used photography & videography marketplace
501-1000 employees
Be an early applicant
$47k
2+ days a week in office (Brooklyn, NY)
501-1000 employees
Company mission
To be the leading platform globally for photographers and videographers to trade equipment, with the fastest and most personalised experience.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Brighton-based MPB’s used camera and photo equipment marketplace has been going through a period of rapid growth of late, reflecting the European used goods marketplace as a whole.
The company joins the likes of Wallapop (Spain) and Vestiaire Collective (France) in a coterie of second-hand buy & sell platforms that have risen in popularity, and received major funding as a result. While used goods platforms have always been very popular online, MPB and its ilk’s niche market approach is paying off. The public conscience surrounding sustainability and circular economies no doubt plays a role in this.
However, the main factor behind the company's sharp growth may be the rise of online content creators, which has created a greater demand than ever for quality film and photo equipment. With no sign of demand slowing for MPB’s platform, the company is aiming to ramp up operations across its locations in Brighton, Berlin, and Brooklyn, and possibly expand further afield.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
62% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2021
$60.8m
SERIES D
Jul 2019
$10.3m
SERIES C
Total funding: $79.9m
Company benefits
- Competitive salary
- Generous PTO allowance
- Aetna Medical
- Company EAP
- Employee Discounts
- Dog-friendly office
Company HQ
Brighton, UK
Articles
Leadership
Matt Barker
(CEO)Matt founded MPB having developed his interest in marketplaces whilst studying Economics at The University of Warwick.
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