Location
Leominster
Department
Contact Centre
Advertising Salary
£11.39 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 Customer Service to our German and UK customers working across all our support channels.

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

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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