Customer Experience Advisor

Who you are

• Are you a creative problem solver who loves helping people? Do you thrive on building connections and making a real impact?
• Language skills: Fluency in German and English. Proficiency in any other language is a plus!
• Organised & Detail-Oriented: You have a sharp eye for detail and can juggle multiple tasks efficiently without missing a beat
• Confident Communicator & Problem-Solver: You engage with customers across email, live chat, phone, and social media in a professional yet friendly manner. You thrive on finding creative solutions, staying resourceful, and navigating even complex situations with ease
• Resilient & Adaptable: Challenges don’t faze you—you stay calm under pressure and navigate tricky situations with patience and a positive mindset
• Team Player with Initiative: You’re equally comfortable working independently and collaborating with your team to deliver the best customer experience
• Tech-Savvy & Quick to Learn: Experience with customer support software is a plus, and you’re always eager to get up to speed with new tools and processes
• Previous customer service experience and/or photography & videography knowledge: big plus!

What the job involves

• We’re growing our Customer Experience team and looking for fluent German speakers to support our customers via live chat, email, and phone
• As a Customer Experience Advisor at MPB, you’ll be the go-to expert, guiding customers through their buying, selling, and trading journeys. Whether it’s answering questions, troubleshooting issues, or providing expert advice, you’ll play a key role in delivering seamless, personalized, and high-quality service every time
• Building strong relationships with customers across Germany through email, live chat, phone, and even social media
• Delivering an outstanding experience in every interaction, with a professional and highly personalized approach
• Managing a busy workflow with confidence, always finding the best customer-focused solutions to maximize satisfaction
• Collaborating closely with Operations to resolve order issues efficiently and ensure a smooth customer journey
• Keeping customers informed about promotions, discounts, and campaigns by liaising with the Marketing team
• Coordinating with external partners, like couriers, to ensure deliveries and fulfillment run smoothly
• Working with global colleagues to stay up to date on best practices and continuously improve regional processes
• Taking ownership of the customer experience, driving loyalty and enhancing MPB’s reputation with every positive resolution

Benefits

• 25 Days Holiday
• Hybrid working
• Employee discount on MPB stock
• Cycle to work scheme
• Private Healthcare
• 4% contributory pension scheme
• Competitive salary
• Generous PTO allowance
• Aetna Medical
• Company EAP
• Employee Discounts
• Dog-friendly office
• 28 days holiday
• MPB Workplace Pension
• BVG ticket discount
• Dog friendly office
• Fresh fruit
• Fresh coffee
• Regular social events