Customer Experience Team Lead

1 month ago

Vancouver, Canada JD Sports Canada Full time

**Department**: Customer Service

**Location**: Vancouver, BC

**Workplace Type**: Hybrid

**Job Type**: Full-time, Permanent

**The Team**:
JD Sports is a sports-fashion retail company with the incentive to inspire the emerging generation of globally minded consumers through a connection to the universal culture of sport, music and fashion. Established in 1981, the JD Group is a leading global omnichannel retailer of Sports, Fashion, and Outdoor brands. With our retail stores expanding and evolving all throughout Canada, The Group is continuously finding and developing talent that adds to the inclusive and diverse work culture. JD continuously and successfully sets the global standard for retail experience best through the unique delivery of the world’s most authentic brands to the market. Our commitment to showcasing brands in a premium environment and stores remain a key part of the JD strategy.

**The Role**:
Our CX team is looking for a Customer Experience Team Lead to join our Vancouver Office We are looking for an experienced customer experience leader who will support, assist, and train other members of the CX department. The Team Lead will guide and motivate the customer experience agents to exceed their goals and will act as a link between them and the leadership team.

**Duties/Responsibilities**:

- Dealing with complicated customer enquiries and customer escalations.
- Contribute to continuous improvement initiatives.
- Train and develop a team of strong and efficient customer experience agents.
- Collaborate with the Head of the Customer Experience to make sure individual KPIs are met.
- Ensure proper procedures/guidelines are followed and adhered to.

**Skills/Experience/Knowledge needed**:

- 3+ years of customer service experience.
- Experience working in E-Commerce, Customer Service, or Digital Sales.
- Strong written and verbal communication skills.
- High level of organizational and time management skills.
- Be a team player; motivating and helping others.
- Willingness to learn and grow.
- Able to work in a team environment and independently.
- Excellent leadership/mentorship/coaching skills.
- Strategic thinking and problem solving skills.
- Planning and forecasting experience.

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