Customer Care Advisor - Advisor Days

JD Sports Fashion; Rochdale; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Staff discount

Personal development opportunities

Job summary

JD Sports Fashion in the United Kingdom is seeking a Customer Care Agent to support customers across phone, email, social media and live chat. You will help resolve product questions, guide orders and ensure delivery timelines are clear.

You will represent the JD brand with a positive, proactive approach, recording customer interactions accurately and providing feedback for service improvements in a fast-growing business environment.

Qualifications

• Previous experience in a customer service role is desirable.
• Ability to remain calm and focused when dealing with challenging situations.
• Open and adaptable to change in a fast-growing business.

Responsibilities

• Represent the JD plc brand across channels, resolving customer queries effectively.
• Handle inbound contact via phone, email, social media and live chat to address issues.
• Take orders by phone and set delivery expectations for telesales orders.
• Provide technical assistance for online ordering and product queries.
• Record reasons for customer contacts accurately and provide feedback for improvements.

Skills

Customer service

Communication

PC skills

Self-starter

Problem solving

Job description

This is JD. Born in 1981. Built for Now. At JD, we don’t just sell sneakers and outdoor gear, we set trends, break boundaries, and build communities. Whether you're on the shop floor, behind the scenes, or driving innovation, every role here plays a part in shaping the future of our industry. We’re fast-paced, fearless, and unapologetically ambitious. We celebrate authenticity, thrive on collaboration, and never stop pushing forward, if you’re ready to bring your energy, ideas, and personality to a team that values them. This is your moment. This is JD. Are you in?

Job/Role Title:

Customer Care Agent

Reporting to:

Customer Care Team Manager

Location:

Kingsway

Role Description

Role purpose and scope:

• Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolution’s to customer queries.
• Dealing with inbound contact, by various channels including phone, email, social media and live chat; to resolve product related questions, issues or complaints both pre and post order.
• Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.
• Providing technical assistance to customers placing orders on the website.
• Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases.
• Communicating information about the company’s products and services.
• Dealing with written communication through email and post, as well as general administrative duties.
• Accurately recording reasons for customer contacts.
• Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.
• Constructively explaining processes and procedures when things occasionally don’t go to plan.

Person Specification

• Previous experience in a customer service role is desirable.
• You need to have the ability to remain calm and focussed when dealing with challenging situations.
• Ability to work on own initiative and as part of a group.
• 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 a must.
• Flexible approach to working, as we need to cover a 24/7 operation.
• Can-do attitude, accountable even when something is outside area of responsibility.
• Ability to provide good judgement, even in pressurised situations.
• Is a self-starter and self-sufficient.
• Excellent PC skills.
• Excellent communicator.
• Positive manner.

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work. Thank you for your time #JD