Inbound Phone Representative

MOO is all about making great design available to everyone. We do that by producing premium print and branded merchandise. But it’s as much about how we do it, leading with design, technology and sustainability.

Founded in 2004, we’ve come this far by being obsessed with the happiness of our customers. Along the way, we’ve built an award-winning and much-loved brand, with exceptional customer satisfaction and Trustpilot ratings. Those customers are typically small and medium-sized businesses based in North America, the UK, and Europe – businesses that, like us, value design and see the brand-building power of putting something real in people’s hands.

We’ve received the highest business award in Britain, ‘The Queen’s Award for Enterprise’. Part of Tech Nation’s ‘Future Fifty’, we’ve been profiled in the Financial Times, and ranked in the Guardian’s top 10 UK start-ups.

Today we are over 350 people, headquartered in the UK but with many of our people based in the USA and South Africa.

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, Prioritising 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 , Adobe Creative Suite

Previous work experience with Zendesk