Inbound Phone Representative

Job description

MOO brings brands to life in a sustainable way, with a range of remarkable print and merchandise products. We combine design, technology, manufacturing and service, so that people can connect in memorable ways. Not online but out there, in real life. We started in 2004. Since then we’ve built an award-winning and much-loved brand, with customer satisfaction and Trustpilot ratings that make most businesses want to give up and hire an army of review bots. We’ve got half a million customers, mostly small and medium businesses in North America, the UK, and Europe – businesses that, like us, get all excited about putting something real and beautiful into people’s hands. Does that make us nerds? Probably, and we’re ok with that. We’ve been given the highest business award in Britain, ‘The Queen’s Award for Enterprise’. Backed by venture capital, we’re part of Tech Nation’s ‘Future Fifty’, recently passing $1bn in lifetime revenue, and featuring in the Guardian’s top 10 UK start-ups list. Ok, we’ll stop bragging now. Today, we’re more than 400 people with our global HQ in London, UK, while we also have premises in Dagenham. In the US, you’ll find us in Boston, MA, as well as East Providence, RI and Denver, CO and with our most recent office expansion in Cape Town South Africa. At MOO, we don’t just print business cards; we help people make their mark on the world. We believe great design is for everyone and our goal is to help customers achieve that! We are looking for an Inbound Call Specialist who is part problem-solver, part design-enthusiast, and 100% dedicated to the customer experience. As the literal voice of our brand, you will be the first point of contact for our customers when they call in. Whether they need help choosing the perfect paper stock, tracking down a delayed package, or fixing a design that didn't print quite right, you’ll be their hero. We don't believe in rigid, robotic call centers here—we believe in keeping it human, having real conversations, and delivering absolute delight on every single call. The hours will be as follows: Training - months 1- 2 >>: 9-5:30pm months 3 - 6 >> 11am-7:30pm months 6+ >> 1pm-9:30pm ### Responsibilities - Deliver world-class, human-centric service via inbound phone support to MOO’s diverse customer base - Provide expert guidance on product features, pricing, and specific artwork requirements - Act as a MOO ambassador, guiding customers through the journey of order creation and file upload process with a consultative touch - Have a critical eye mindset to spot technical errors, such as typos or misaligned images, before they go to print - Maintain a calm, professional, and empathetic demeanor while problem-solving with customers, ensuring they feel confident that their order will accurately represent their brand and print as intended - Resolve issues proactively, thinking "outside the box" to find solutions that benefit both the customer and the business - Maintain meticulous records by accurately logging every interaction within CRM systems like Salesforce or Zendesk ### About You - **Problem Solving:** - Recognizes and reports issues to line manager, including but not limited to product and website - Identifies situations that require escalation based on established procedures (providing clear/concise information) - Avoids making assumptions and asks clarifying questions to fully understand the customer's needs and the nature of their problem - Demonstrates understanding by offering mutually agreed upon solutions - Flags potential areas for improvement in tools, resources, or training - Contributes to a culture of continuous improvement by voicing observations and concerns - **Decision making** - Consistently and accurately adheres to established procedures, policies, and resources - Actively listens and collaborates with customers to understand their needs and the root cause of their issue - Uses resources to guide customers toward effective, long-term solutions - Recognizes situations that fall outside of your scope and makes the decision to transfer to the appropriate team, channel or person - **Planning, Prioritizing and Process:** -Prioritizes workload contributing to the success in meeting SLA for inbound telephone calls - Effectively manages personal time within work schedules to ensure breaks are taken without impacting productivity or service levels - Follows assigned schedule, responds to calendar invites and communicates conflicts or needed adjustments to Supervisor in a timely manner - Ensures proper categorization and data collection when closing Zendesk tickets and selecting Workerbee reasons - Offers reasonable timelines to customers, avoiding unrealistic promises ### Nice to Haves - Print knowledge - Previous e-comm service roles - Knowledgeable in Photoshop and/or Adobe Creative Suite - Previous work experience with Zendesk