Customer Care Advisor - Advisor Days

Overview

As a Customer Care Advisor, you are the face of our Service Department and play a crucial role in ensuring customers receive the best possible service and support. 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 phone, email, social media or chat. Provide correct information about products, services, and policies.
• Issue Resolution: Diagnose and troubleshoot customer issues, supply 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 as key focus. Follow up on customer interactions to ensure issues are 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 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 reasons for contact to help identify trends. 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 to help customers 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 KPIs. Suggest and feedback changes to relevant teams to enhance efficiency of customer service processes.
• Compliance: Adhere to company policies, procedures, and regulatory requirements. Ensure all customer interactions comply with legal and ethical standards.

Person Specification / Qualifications

• 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.
• 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 exercise 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other
• Industries: Retail

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

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