JD Sports Fashion
Multilingual Customer Care Advisor - French Speaking
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Customer Care Advisor – French Speaking
About JD Group
Established in 1981 as a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors, and Gymwear. Our colleagues work in stores across various retail markets worldwide—and JD Sports Fashion Plc has been a publicly quoted FTSE100 company since 2019.
We aspire to be the leading global omni-channel retailer in the sports and outdoor industry. By joining us, you’ll help shape our future through our people-led, innovative, and customer-focused principles while delivering operational excellence.
Role Overview
You’ll act as the face of the JD plc brand, providing Effective and efficient resolution to customer queries across multiple channels, including:
- Phone
- Social media
- Live chat
Your contributions will strengthen our commitment to customer satisfaction while aligning with our growth objectives.
Key Responsibilities
Customer Interaction & Service
- Resolving queries across all product-related stages—pre-purchase (pre-order), mid-transaction, and post-also (complaints/aftercare).
- Handling inbound contact via channels including:
- Phone (taking orders, managing expectations around delivery timescales, confirming appointments for telesales).
- Live chat tool assistance for technical queries.
- Written communication (email & physical correspondence).
- Providing technical & product guidance to customers to ensure informed purchasing decisions.
- Preventing escalations by following branded procedures with empathy and accuracy.
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Operational Tasks
- Completing administrative duties promptly.
- Accuracy in recording reason codes for all customer interactions.
- Identifying feedback opportunities and sharing suggestions for continuous improvement with your line manager.
Upskill & Adaptability
- Staying ahead of evolving procedures and training to respond flexibly to software updating.
- Proactively explaining processes to customers even when unforeseen issues arise.
Role Objectives & KPIs
- Core Objective: Maintain JD’s Customer Service Standards through high-quality, efficient resolutions.
- Ensure 95%+ resolution with first contact (verified at supervisor discretion).
Required Skills & Experience
While no formal qualification is mandatory, the ideal candidate will:
Essential
- Effective communication (both spoken & written).
- Patience, calm under pressure, with strong problem-solving skills.
- Flexibility to work across multiple shifts, including 24/7 service availability.
- Technical know-how/Live Chat competence (not domain specific).
- Proficiency in using Microsoft Office Suite.
- Multitasking capabilities, organisational discipline.
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Hi-Light Skills
- Fluent French (October will evolve to near-native German or advanced speaking French; certifications like DELF may be considered).
- Previous experience in a Customer Service environment (desirable).
- Teamwork initiative and ability to work independently.
Training & Professional Growth
JD values career progression and invests in training that prepares colleagues for escalated roles such as:
- Customer Care Team Manager
- Field Service Support
Development courses cover:
- Conflict resolution techniques.
- Data recording best practices.
- ISO 10-systems to drive continuous improvement.
Compensation & Benefits
As part of our commitment to colleagues, we offer: ☑ Discountled pricing on JD products and brand stores. ☑ Customised upskilling programmes for high performers. ☑ Conclusive recognition scheme including performance rewards.
Thank you for your interest in enhancing our sports and outdoor retail experience—we’d love to hear from you. #JDSports
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