Join to apply for the Customer Service & Loyalty Line Advisor role at Brown Thomas Arnotts.
At Brown Thomas Arnotts, we are reinventing retail. Our purpose is to enrich our customers' lives by living our values—Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We operate as one business with two iconic brands, delivering exciting experiences through our digital and physical destinations. Our customer engagement sets the standard in service and experiential retail, ensuring customers love every interaction.
Know the Role
Brown Thomas Arnotts is a luxury retail department store renowned for providing world-class customer service. Our Customer Service & Loyalty Agents are passionate, energetic, and friendly individuals who create memorable experiences. They excel at connecting with customers, understanding their needs, and finding ways to delight them.
As a Customer Service & Loyalty Agent, you will support customer inquiries both in-store and online, maximize sales opportunities, and enhance customer loyalty. You will collaborate closely with the Customer Service Manager and team members to ensure a seamless and exceptional customer experience. This is a full-time, permanent role.
The Customer Service team handles six main areas: Online Queries, Loyalty Queries, Store Queries, Social Media (Instagram, Facebook, Twitter, Google Reviews), Online Order Fraud Review, and Marketing Files. Please note, this is a 4-month fixed-term contract.
* Provide outstanding customer service via phone, email, live chat, WhatsApp, and social media platforms, addressing inquiries promptly and professionally.
* Resolve customer queries effectively, aiming for first-time resolution, and escalate complex issues as needed.
* Manage and maintain the loyalty card program, including sign-ups, updates, points adjustments, and promoting benefits.
* Conduct online order reviews, perform fraud checks, and support online gift card inquiries.
* Collaborate with in-store concessions, marketing, and other departments to improve customer experience.
* Accurately record customer interactions, manage cases from start to finish, and respond within established timeframes.
* Assist in promoting and educating customers about the Brown Thomas/Arnotts App.
* Handle chat queries and support in-store teams with customer details and transaction information.
* Participate in training, stay updated on promotions and policies, and provide feedback for improvements.
* Monitor customer feedback to identify improvement areas and collaborate on implementing changes.
* Build strong relationships with customers and colleagues, demonstrating empathy and dedication to service.
* Ensure compliance with company policies, data privacy, and confidentiality standards.
What We Are Looking For
* Previous customer service experience, preferably in a contact centre environment.
* Fluent English, both verbal and written, with persuasive communication skills.
* Strong problem-solving and decision-making skills.
* Excellent attention to detail and empathy towards customers.
* Organized with good time management abilities.
* Ability to work under pressure and maintain a solution-focused approach.
* Self-motivated, capable of working independently and as part of a team.
What’s In It for You
We believe in fostering a culture of belonging and inclusiveness, offering opportunities for professional and personal growth. As a team member, you will benefit from:
* Contributory Pension Scheme
* Competitive annual leave
* Team Member discount across 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, creating memorable experiences for our customers every time.
Our Values
We create enjoyable places to socialize, discover, learn, and be inspired, enriching local communities.
We are curators of unique products and services that enhance everyday life.
We care deeply for our people, nurturing talent and promoting creativity and learning.
We succeed by working sustainably, with a community-focused approach that is conscious and considerate.
Equal Opportunity Statement
Brown Thomas Arnotts is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and do not discriminate based on gender, marital status, age, disability, sexual orientation, race, religion, or membership of the travelling community. We ensure accessibility for all candidates and encourage you to bring your whole self to work. Contact us at careers@brownthomas.ie for accommodation requests.
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