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Customer Service & Loyalty Line Advisor
Client:
Brown Thomas
Location:
Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
35255ca49ff4
Job Views:
89
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
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.
KNOW THE ROLE
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 inquiries. The successful candidate will be highly organised with an ability to work on your own and as part of a cross-functional team.
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.
* Provide outstanding customer service through phone, email, live chat, WhatsApp, and social media platforms, 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, 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 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.
* 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 and support in-store teams by providing customer details when needed.
* Participate in ongoing training and development initiatives, stay informed about current promotions, and continuously seek opportunities to improve customer experience.
* Monitor and analyze customer feedback to identify areas for improvement.
* Build and maintain strong relationships with customers and colleagues across the business.
* Ensure compliance with company policies and data privacy regulations.
KNOW WHAT WE'RE LOOKING FOR
* Strong dedication to providing excellent customer service.
* Exceptional attention to detail.
* A polished and professional telephone manner.
* Excellent written and verbal communication skills.
* Highly organised with the ability to manage multiple tasks.
* A flexible, can-do approach to work.
* Previous experience in a customer service role.
* Proficient in using customer service software and basic office applications.
* Consistently achieve performance targets.
* Must be a team player.
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.
* Contributory Pension Scheme
* Competitive annual leave entitlement
* Team Member discount across the world’s most iconic brands
* Recognition Days for Volunteering & Wellbeing
* Leading Talent Programmes
* Flexible Working Model
* Additional Benefits
Experience is our business: Our customer engagement sets the bar in service and experiential retail.
We Are More Than Shops: We create enjoyable places, to excite, where people socialise and learn.
We Care for Our People: We believe a great customer experience starts with a great people experience.
We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious and considerate.
Brown Thomas Arnotts is an equal-opportunities employer committed to fostering a diverse and inclusive workplace.
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