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, continuing 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 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 DescriptionRole 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 resolve 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.
Process 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.
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