Customer Experience Advisor - German speaking

MPB; Berlin; Hybrid; EUR 29.000 - 35.000; Vollzeit

Benefits dieser Stelle

20 days holiday

Urban Sports Membership

Pension plans

BVG ticket discount

Employee discount

EAP

MPB Learning Lab

Parental leave

Staff events

Milestone gifts

Dog friendly office

Zusammenfassung

MPB is seeking a Customer Experience Advisor in Berlin to support customers via live chat, email, and phone. This hybrid role requires German and English fluency and offers a dynamic, international team environment with career growth opportunities.

You will guide customers through buying, selling, and trading journeys, providing expert advice and high-quality service. Join MPB to help deliver seamless customer experiences across Europe.

Qualifikationen

• Fluent German and English required.
• Excellent communication and problem-solving skills.
• Organised and detail-oriented with multi-tasking ability.
• Resilient, adaptable, and customer-focused.
• Team player with initiative and tech-savvy.

Aufgaben

• Build relationships with customers across Germany via email, live chat, phone, and social media.
• Provide personalized, high-quality service and resolve issues.
• Manage busy workflow and deliver customer-focused solutions.
• Collaborate with Operations to resolve order issues and ensure smooth journeys.
• Inform customers about promotions and campaigns with Marketing.
• Coordinate with couriers and external partners to ensure timely deliveries.
• Work with global colleagues to improve regional processes and stay updated on best practices.
• Own the customer experience to drive loyalty and protect MPB's reputation.

Jobbeschreibung

Customer Experience Advisor

Location: Berlin (Hybrid - 2 days per week in the office, 3 days per week at home)

Department: Product & Customer

Position type: Full time, 12-month contract

Salary: €32,000

Are you a creative problem solver who loves helping people? Do you thrive on building connections and making a real impact?

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.

Why Join MPB’s Customer Experience Team?

A Dynamic & Supportive Team – Be part of an international, vibrant, and creative group that values collaboration, learning, and innovation.

Career Growth Opportunities – Whether you see yourself leading a team or exploring new areas within customer experience, we’ll support your development and career progression.

Industry-Leading Tools & Technology – Work with cutting-edge SAAS tools and connect with customers from diverse backgrounds across multiple countries.

A Role with Impact – We proactively support customers with top-tier self-service options, but when they need a human touch, you’ll be there to take ownership and deliver solutions that make a difference.

What You Will Be Doing

• 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.

What We Are Looking For

• 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!

Our values; applied

Better, Connected: We deliver a personalized experience in every customer’s own language—German, French, Dutch, Italian, and more. By working together globally, we ensure smooth, friendly, and reliable support every step of the way.

Empowering and Empowered: We strive to offer clear info, self-service tools, and personalized support to help customers resolve issues confidently. Our Advisors are equipped with the training, autonomy, and tools they need to make quick decisions and deliver outstanding service.

Insight-driven: We use data, customer feedback, and trends to improve service and stay ahead of needs. This drives proactive problem-solving, personalized support, and continuous improvement based on our customers' insights.

Agents of Change: We drive improvements by identifying issues, proposing solutions, and embracing innovation through process enhancements, customer advocacy, technology adoption, and a culture of continuous growth.

Focussed on Excellence: team is consistently delivering high-quality service, exceeding customer expectations, and striving for continuous improvement.

Passionately Ambitious and of course - we go above and beyond to create exceptional customer experiences and continuously improve.

About MPB

We are MPB, the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro.

We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.

MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.

Benefits

• You’ll get 20 days of statutory holiday, plus 8 additional days from us—with the option to buy up to 5 more each year + 2 days of volunteering leave + 1 day a year to focus on your well-being
• Urban Sports Membership discount
• Retirement & pension plans
• BVG ticket discount (50%)
• MPB Employee discount and uplifts
• Employee Assistance Programme (EAP)
• Learning Management System (the "MPB Learning Lab")- You'll have access to thousands of free courses to up-skill in any areas you'd like, personal or professional
• Enhanced paid parental leave
• Summer and winter employee events
• Financial assistance scheme
• Milestone Gifts - €150 Amazon voucher to celebrate the arrival of your new baby; €150 Amazon voucher for you and your partner when you tie the knot or enter into a civil partnership
• Dog friendly office