Customer Service Team Leader

at  JD Sports

WHO ARE WE

Known best as the ‘Undisputed King of Trainers’, JD Sports is a leading Multi-Channel Retailer of the biggest and best global Sports Fashion brands across footwear and apparel.
In 2017, JD Sports first established itself in the Australian market and has since expanded to 40+ stores in NSW, VIC, QLD, WA and SA with many more to come! With a combined total of over 850 stores across the UK, Europe, USA, New Zealand, South East Asia and Australasia, we are proud of the fact that we provide our customers with the latest and greatest styles whilst upholding world class service.

Working at JD Sports is a state of mind, an attitude and way of challenging the norm. We do not conform; we pave our own path and are elite within our field. At JD Sports, we carefully curate our products to give our customers the most exclusive ranges from the best global brands, and we apply the same strategy to our talent. We are passionate, talented, dedicated, proud, and hungry for success and we want like-minded individuals to join the movement.
As a Customer Service Team Leader, you will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services as well as support fellow team members and provide resolutions for escalated enquiries.
The Customer Service Team Leader roster will differ pending on the wider team and needs of the business. Availability for both the AM and PM shifts are required as well as rotating Saturdays.

You will also be responsible, however not limited to the following duties & responsibilities:

• Deal directly with company customers either by telephone or electronically across all channels, including but not limited to: Zendesk, Ebay, Salesforce, Afterpay, Paypal, Social Media
• Follow company communication procedures, guidelines and policies
• Handle & resolve customer complaints, follow up to ensure resolution
• Set up & maintain customer accounts, process orders, forms, applications & requests
• Help fulfil customer orders via multiple channels & systems to ensure orders are complete
• Answer incoming calls in a prompt & efficient manner
• Respond to requests with a knowledgeable & helpful approach
• Liaise with internal departments to solve customer requests and inquiries
• Record details of inquiries, comments & complaints in the appropriate systems
• Meet personal/customer service team KPIs
• Provide information about products and services & conduct item availability investigations
• Monitor customer behaviour onsite & provide real-time sales assistance if necessary
• Send daily updates to the customer service manager