About The Role
Cancellations Resolution Agent
Hereford, England, United Kingdom
Working Pattern:
This is a fixed term contract working part time hours on a rota basis, covering the following hours.
Mon/Fri - 7pm to 10pm
Saturday - 5pm to 10pm
Sunday - 4pm to 10pm
The role is based working from home.
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 Cancellations Resolution Agent 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!
Role Scope
Responsible for handling customer inquiries in the MandM Contact Centre, specifically addressing online messages regarding order cancellations and VAT invoice requests.
Role Key Responsibilities
* Answer all online cancellation requests in a professional manner according to Company policy
* Achieve individual KPIs for both quality and quantity of contact
* Ensure all customer interactions are recorded accurately and professionally on Customer App memos
* Respond efficiently and effectively to messages from customers
About You
Skill / Competency
* Quick to learn new systems – ability to rapidly adapt to and master new software applications
* Good IT proficiency – confidence in using digital tools
* Fast and accurate typing – high level of accuracy and pace
* Attention to detail – meticulous in documenting all customer interactions to ensure accuracy
* Empathetic communication – good at understanding customer perspectives
* Collaborative and independent worker – able to work as part of a team and on your own
About Us
At MandM, our employees are driven by a shared commitment to excellence and making a real impact in the industry. We pride ourselves on upholding these core values in everything we do.
The People
* Integrity
* Teamwork
* Accountability
* Entrepreneurial approach
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