Customer Care Agent

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with over 60,000 colleagues and over 3,400 stores across several retail fascias in over 30 markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Customer Care Agent

Role Description

Role purpose and scope:

As a Customer Care Advisor, you are the face of our Service Department and play a crucial role in ensuring our customers receive the best possible service and support. Your job is to ensure that every customer interaction is handled with the highest level of service and professionalism. This role is pivotal in maintaining our reputation for outstanding customer support, solving issues with empathy and efficiency, and enhancing the overall customer experience.

Responsibilities:

Customer Interaction:

• Be the first point of contact for customers, addressing enquiries via various contact channels such as phone, email, social media or chat.
• Provide correct information about products, services, and policies.

Issue Resolution:

• Diagnose and troubleshoot customer issues and concerns, supplying effective and commercially sound solutions in a timely manner.
• Escalate complex problems to appropriate departments or supervisors when necessary.
• Always Resolving queries with a “Right First Time” approach

Customer Satisfaction:

• Ensure high levels of customer satisfaction by providing friendly, courteous, and professional service with resolution, satisfaction, and ongoing customer loyalty your key focus always.
• Follow up on customer interactions to ensure their issues have been resolved satisfactorily.
• Identify and assess customers' needs, exploring opportunities to add value through sales of products.
• Processing telesales orders accurately and efficiently, ensuring customers are informed about all relevant information such as delivery timelines.

Documentation:

• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Update customer information in the relevant systems as needed.
• Record reason for contact accurately ensuring trends can be identified by the wider business.
• Follow all customer care processes accurately, recording business critical information, as necessary.

Product Knowledge:

• Stay up to date on system, process changes and departmental updates.
• Maintain up-to-date knowledge of product and services, company policies, and industry trends so you can share relevant information and insights with customers to help them make informed decisions.

Team Collaboration:

• Work closely with other team members to ensure a seamless customer experience.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Actively contribute to team and Departmental Key Performance Indicators (KPIs).
• Suggest and feedback changes to the relevant teams to enhance the efficiency of the customer service processes.

Compliance

• Adhere to company policies, procedures, and regulatory requirements.
• Ensure all customer interactions comply with legal and ethical standards.

Person Specification

• Previous experience in a customer service or related role is essential.
• Ability to manage stressful situations and remain calm under pressure.
• Excellent communications skills, both verbal and written
• Strong problem-solving and conflict resolution abilities
• Ability to work on own initiative and as part of a team.
• Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
• Understands the need for confidentiality and compliance with legislation.
• Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is necessary.
• Flexible approach to working including shifts and place of work.
• Can-do attitude, accountable even when something is outside area of responsibility.
• Ability to supply good judgement, even in pressurised situations.
• Good computer skills and ability to quickly learn and adapt to new technology and systems.
• Positive outlook and attitude to supplying world class service.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Free parking
• Incremental Holiday Allowance
• Staff Discount On JD Group and other brands within the organisation
• Pension Scheme
• Personal development opportunities to learn and develop at work

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of you applying, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.

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