About The Role
Customer Support Operator
Hereford, England, United Kingdom
Type: Temporary
Working Pattern: 4 days per week on a rota basis, including weekends
Who Are we?
MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.
As our business continues to grow we are recruiting for a talented Customer Support Operator to join our growing Contact Centre team. Why not come be a part of our journey to success and take advantage of all MandM can offer you!
✨The Role Scope
To work within the MandM Contact Centre, answering specific customer online messages including delivery, return, and order related queries.
✨Role Key Responsibilities
1. Answering all online delivery and returns messages in a professional manner according to Company policy
2. Achieving individual KPIs for both quality and quantity of contact
3. Ensure all customer interactions are recorded accurately and professionally on Customer App memos
4. Respond efficiently and effectively to messages from customers
5. Retrieve delivery information from courier websites and communicate this to customers avoiding company jargon
6. Raise investigation enquiries relating to delivery information in accordance with individual couriers guidelines
7. Attend internal and external meetings to represent the department and/or Company as required
8. Complete all training to the highest possible standard and within a timely manner and ensure that professional qualifications (where relevant) are kept up to date
9. Work safely at all times with due regard for yourself, visitors, contractors and work colleagues; fully compliant with the Company Health and Safety policy and procedures
10. Manage all person-identifiable data with due care and diligence, and fully in line with the Company's Data Protection and Privacy Policy. Specifically, ensure that any processing of person-identifiable data is lawful, fair, transparent, specified, explicit and legitimate. Moreover, that person-identifiable data is adequate, relevant, not excessive, accurate and up-to-date. Protects person-identifiable data against unauthorised or unlawful processing, or accidental loss, destruction or damage
11. Understand and abide by all Company policies as they apply to the role
About You
About You
12. The ability to quickly learn new software is a must
13. IT literate
14. Fast and accurate typing skills
15. Meticulousness in documenting customer interactions
16. Empathy: The ability to put yourself in the customer's shoes
17. The ability to work as a team and on your own