Location
Leominster
Department
Contact Centre
Advertising Salary
£12.14 per hour

About The Role

We have a permanent opportunity for an adaptable and customer focused individual to join our Bilingual Contact Centre team. The primary focus of this role is to provide a professional service to our UK and German customers working across all administration functions.

Your day-to-day duties and responsibilities will include:

  • Responding to UK and German-speaking customer service calls professionally and in accordance with company policies
  • Ensuring all UK and German website emails are responded to professionally and within the agreed KPI
  • Retrieving delivery information from courier websites and communicate this to our customers avoiding company jargon
  • Raising trace enquiries relating to delivery information in accordance with individual couriers processes
  • Assessing responses regarding trace information from carriers/couriers and react accordingly, arranging replacement parcels/refunds as required
  • Liaising with the Delivery Management Team to arrange any collections or escalate complaints
  • Maintaining an accurate log of all email queries and providing daily stats to the Team Leader
  • Assisting with the translation of product information from English into German as and when required.

Hours of work:

8am to 5pm, Monday to Friday.

About You

To be considered you will need:

  • To be fluent in both English and German languages (written & verbal)
  • An excellent telephone manner
  • Proficient keyboard entry skills
  • The ability to communicate well at all levels
  • Assertiveness, confidence and the ability to challenge established ways of working.

Previous experience within a Contact Centre or office environment would be desirable, full training will be provided.

About Us

The Company:

MandM Direct is one of Europe's leading off-price retailers, with over 3.8 million customers shopping with us every year. In today’s hypercompetitive environment, building a brand that our customers can trust is more important than ever. Our long term success is due to our fast-paced, innovative and adaptable environment which continues to keep up with the market’s demands.

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