Bilingual Customer Service Operator (German)

M and M Direct Ltd
06 Sep 2017
24 Sep 2017
Hair & Beauty
Contract Type
Full Time

Our Company:

MandM Direct has over 30 years experience of trading. Led by our Board of Directors, we are now one of Europe’s leading online, off-price retailers. We offer big brands at low prices - with over 3 million customers and 57 million website visits per year.

The Role:

An exciting opportunity has arisen for a Bilingual Customer Service Operator (German) to join our Contact Centre. The primary focus of this role is to provide a professional service to our UK and International customers.

Main duties will include:

  • Responding to UK and German 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 Team Leader
  • Translating all product information from English into German.

Skills and knowledge required:

  • Fluent in German - both written and verbal
  • Good standard of English - both written and verbal
  • Ability to communicate well at all levels
  • Assertive, confident and able to challenge established ways of working
  • Proactive, organised and able to work under pressure using own initiative.

Previous experience within a Contact Centre or office environment would be desirable.

Location and hours:

Working Monday to Friday, 8am to 5pm however, part time hours may also be considered. The role will be based in Leominster, Herefordshire.