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 experience 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 THE ROLE
Brown 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 full-time permanent role.
The Customer Service team currently facilitates 6 main areas of business as follows:
1. Online Queries
2. Loyalty Queries
3. Store Queries
4. Social Media – Instagram, Facebook, Twitter & Google Reviews
5. Online Order Fraud Review
6. 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 analyze 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 YOU
We believe that 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 recognized 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 socialize, discover, learn and are inspired, and where local communities are enriched.
We are Curators: Our unique range of products 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 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/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.
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