Customer Service & Loyalty Line Advisor

at  Brown Thomas Arnotts

GET TO KNOW US

At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experiences to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.

KNOW WHAT WE’RE LOOKING FOR

• Strong dedication to providing excellent customer service, with a genuine passion for helping people
• Exceptional attention to detail to ensure accuracy in communications
• A polished and professional telephone manner, with the ability to handle challenging situations calmly and effectively
• Excellent written and verbal communication skills, capable of conveying information clearly and empathetically across various platforms
• Highly organised with the ability to manage multiple tasks and prioritise effectively
• A flexible, can-do approach to work, willing to take on new challenges and adapt to changing circumstances
• Previous experience in a customer service role, either front-facing or office-based
• Proficient in using customer service software, basic office applications and good tying skills. Knowledge of Zendesk is beneficial
• Consistently achieve performance targets and standards relating to productivity
• Must be a team player and willing to collaborate with others to achieve common goals

KNOW WHAT’S IN IT FOR YOU

We believe every team member should have the opportunity to curate a meaningful career that enhances professional and personal development. That is why we foster a culture of belonging and inclusiveness where your voice is valuable. A great customer experience starts with a great people experience, and we’re proud to have been recognised by multiple industry bodies for our progressive workplace culture.

As a Brown Thomas Arnotts team member, you will benefit from:

• Competitive Salary
• Contributory Pension Scheme
• Competitive annual leave entitlement
• Team Member discount across the world’s most iconic brands
• Recognition Days for Volunteering & Wellbeing
• Wellbeing Initiatives
• Extensive Learning & Development Offerings
• Leading Talent Programmes
• Flexible Working Model
• Additional Benefits

KNOW HOW WE WORK

Experience is our business: Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
We Are More Than Shops: We create enjoyable places, to excite, where people socialise, discover, learn and are inspired, and where local communities are enriched.
We are Curators: Our unique range of product and services are key to the sense of excitement that Brown Thomas Arnotts is renowned for, whether for a special day or every day, things that make our customer’s lives better.
We Care for Our People: We believe a great customer experience starts with a great people experience. That is why we promote a culture where talent is nurtured and where creativity and learning are valued.
We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious, considerate and commercial.
Brown Thomas Arnotts is an equal-opportunities 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/or 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 can expect to become part of a progressive community where different backgrounds, views & personalities aren’t just welcomed – they’re positively nurtured. After all, we want you to bring your whole self to work. Please contact us at careers@brownthomas.ie to request accommodation.

As a Customer Service & Loyalty Line Assistant, you will work in a busy, fast-paced environment with responsibility for all customer contact including email, social media and phone enquires. The successful candidate will be highly organised with an ability to work on your own and as part of a cross-functional team.
As expected written and communication skills are key to success. You’ll have a flexible can-do approach and you will be a key support to the team, taking on a wide variety of vital administrative duties. You will be providing excellent customer service and admin support that keeps this fast-paced area running efficiently.

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