Customer Service Representative - Full Time

About JD Sports

Established in 1981 in Greater Manchester, UK, JD Sports has expanded rapidly to become a leading global sports fashion retailer, known as the 'Undisputed King of Trainers'. The company operates over 3,400 stores worldwide and entered the Australian market in 2017. Currently, JD Sports has 60+ stores across Australia and New Zealand, continuously growing and aiming to deliver exceptional service and style to its customers.

Role Overview

The Customer Service Representative role is a vital position based at the Leppington Distribution Centre, operating on a Monday to Friday roster from 11 am to 7 pm. This position focuses on providing excellent support across various communication channels including phone, email, live chat, and social media, ensuring customers receive timely, accurate, and helpful assistance.

Key Responsibilities

• Respond quickly and professionally to customer enquiries via phone, email, live chat, and social media platforms.
• Deliver precise information regarding products, services, and company policies.
• Handle customer complaints effectively aiming for resolution at first contact.
• Manage order processing, returns, and exchanges with clear communication to customers.
• Maintain detailed and accurate records of customer interactions.
• Work collaboratively with internal teams to resolve issues and enhance customer service.
• Keep informed of current promotions and product knowledge.
• Monitor and communicate customer feedback to the Customer Service Manager.
• Meet individual and team performance targets and KPIs.
• Adhere consistently to company policies, procedures, and guidelines.

Candidate Requirements

• Between 1 to 3 years of experience in a comparable customer service role.
• Excellent verbal and written communication skills.
• Demonstrated problem-solving abilities with a customer-focused approach.
• Familiarity with customer service tools such as Zendesk and LiveChat.
• Confidence in using social media and online service tools.
• Ability to maintain attention to detail and perform well under pressure.
• Positive, professional demeanor and proactive work ethic.
• Availability to work the specified rostered hours with flexibility to adapt if necessary.

Benefits and Perks

• Competitive salary package.
• One month of paid parental leave.
• Employee referral bonus program.
• Training opportunities to support career growth and skill enhancement.
• Potential for advancement within the company’s retail, corporate, and distribution sectors.
• Generous staff discount applicable to employees, friends, and family.
• Access to an Employee Assistance Program and dedicated mental health support champions.

Additional Information

JD Sports is committed to fostering a diverse and inclusive workplace where every individual feels valued and included. Applicants must consent to a VEVO check to confirm their eligibility to work where applicable. Join JD Sports to become part of an innovative and dynamic team that values growth and success for both the company and its people.