Customer Service & Loyalty Line Advisor

Brown Thomas Arnotts

Dublin
Permanent
Part-time

20 days ago

GET TO KNOW USAt Brown Thomas Arnotts, we exist to imagine and create a sustainable future for our People, Customers and Communities. Our Values, Do the Right Thing, Go Above and Beyond and Drive Creativity and Innovation remain at the heart of everything we do. We are Reinventing Retail and the way we work to enable our teams to be more agile, flexible and responsive to our customer’s needs.KNOW THE ROLEBrown Thomas Arnotts is a luxury retail department store known for providing world-class customer service. Our Customer Service & Loyalty Agents are passionate, energetic, and friendly individuals who create memorable experiences for our customers. They excel at connecting with customers, understanding their needs, and finding ways to delight them.As a Customer Service & Loyalty Agent, you will be responsible for supporting customer inquiries in-store and online, maximizing sales opportunities, and increasing customer loyalty. You will work closely with the Customer Service Manager and other team members to ensure a seamless, exceptional customer experience. This is a part time (15 hour per week) permanent role.The Customer Service team currently facilitate 6 main areas of business as follows: Online Queries, Loyalty Queries, Store Queries Social Media – Instagram. Facebook, Twitter & Google Reviews, Online Order Fraud Review and Marketing files.

Provide outstanding customer service through phone, email, live chat, WhatsApp, and social media platforms, such as Instagram, Facebook, Twitter, and Google Reviews, addressing customer inquiries and feedback in a timely and professional manner.
Resolve customer queries promptly and effectively, striving for first-time resolution, and escalate complex issues to the appropriate department or manager when necessary.
Manage and maintain the loyalty card program, including sign-ups, issuing cards, updating details, handling points adjustments, and engaging customers on the benefits of the program.
Conduct regular online order reviews, perform potential fraud checks, ensure there are no dated orders on the system, and support the online gift card team with customer inquiries, processing, and tracking.
Collaborate with in-store concessions, marketing team, and other departments across the business to answer customer queries, maintain registered accounts, and improve the overall customer experience.
Accurately record details on in-house systems, manage cases from start to finish, and ensure timely responses to customer inquiries, following established time frames.
Assist in promoting and maintaining the Brown Thomas/Arnotts App, educating customers on its benefits and features.
Efficiently handle customer chat queries through the website, support in-store teams by providing customer details, loyalty card numbers, and transaction information for purchases and returns when needed.
Participate in ongoing training and development initiatives, stay informed about current promotions, product offerings, and store policies, and continuously seek opportunities to improve the overall customer experience by providing feedback and suggestions to the Customer Service Manager.
Monitor and analyse customer feedback and trends to identify areas for improvement and collaborate with the Customer Service Manager to implement necessary changes or enhancements to the customer experience.
Build and maintain strong relationships with customers and colleagues across the business, demonstrating empathy and a commitment to delivering exceptional service.
Ensure compliance with company policies, procedures, and data privacy regulations, safeguarding customer information and maintaining confidentiality at all times.

KNOW WHAT WE ARE LOOKING FOR

Previous customer service experience, preferably in a contact centre environment
Fluent English; verbal and written communication skills, including persuasive speaking
Strong problem-solving and decision-making abilities
Excellent attention to detail skills and empathy towards customers
Organized and excellent time management skills
Ability to work under pressure and maintain a solution-focused mind-set
Self-motivated, able to work independently and as part of a team

KNOW WHAT’S IN IT FOR YOUWe believe that every team member should have the opportunity to a meaningful career that enhances professional and personal development.That is why; we foster a culture of belonging and inclusiveness, one that provides learning and purpose. We show respect for individual needs and circumstances and we enable our people to work in a way that best suits their unique lifestyles and their roles. We place trust in our teams to do the right thing for Brown Thomas Arnotts and keep our customers and team at the heart of our decision-making.

Team Member discount across the world’s most iconic brands
Competitive annual leave entitlement
Recognition Days for Volunteering & Wellbeing
Wellbeing Initiatives
Extensive Learning & Development Offerings
Leading Talent Programmes
Additional Benefits

KNOW HOW WE WORKWe Drive Creativity and Innovation: Creativity runs through our veins and fuels everything we do. We are an enterprising team that thinks outside the box to bring new ideas to life and to create unrivalled experiences designed for our customers and our world. Fostering a culture of innovation, we keep ahead of the rest while growing sustainably.We Go Above and Beyond: As agents of change within our industry we set the standard, always leading, never imitating. We love to go where others haven't and thrive on sharing our knowledge and expertise. We work to surpass expectations, inspiring everyone who comes in to contact with our brands.We Do the Right Thing: We respect our world and everyone we interact with. Acting with decency, honesty and transparency, we strive to ensure that everything we contemplate or do, contributes to a sustainable future. Embracing diversity and inclusivity we build trust among our customers, partners, communities and with each other.Brown Thomas Arnotts is an equal opportunity employer committed to fostering a diverse and inclusive workplace where culture and creativity come together. Our future success depends on the perspectives and contributions of all team members – their diverse backgrounds, abilities and experiences make our business stronger. We don’t discriminate on the basis of gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership of the Travelling community.We aim to ensure the candidate experience is accessible to all and every new team member who joins Brown Thomas Arnotts to become part of a progressive community where different backgrounds, views & personalities aren’t just welcomed – they’re positively nurtured . After all, we want to bring your whole self to work. Please contact us request accommodation.

Brown Thomas Arnotts

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