Unwrap a Magical Opportunity this Christmas
At Brown Thomas Arnotts, we’re reinventing the very essence of retail through innovation, creativity and a drive for positive change. We’re creating a luxury retail experience like no other in Ireland and we want you to be part of the magic this Christmas in Ireland’s most festive stores.
If you’re passionate about exceeding expectations, creating memorable experiences and going above and beyond to help our customers find the perfect Christmas gifts, then we want to meet you! We are looking for team members to fill a range of exciting full and part time seasonal roles across our stores, distribution centre and customer services teams.
We believe that a great customer experience starts with a great people experience, our seasonal team members will benefit from luxury sales training and highly competitive compensation, as well as support from our world-class Brown Thomas and Arnotts teams.
KNOW THE ROLE
We are seeking a customer-focused Customer Service \& Loyalty Line Advisor to join Brown Thomas Arnotts to support during our Seasonal period. Based in our Arnotts building on Henry Street, this role is responsible for delivering an unrivalled 5* customer experience across all communication channels, including email, chatbot, web portal and telephone.
The role will support the Customer Service \& Switchboard team, ensuring operational \& customer service excellence, and consistent delivery of brand standards both online and in-store. You will play a key role in supporting commercial priorities while driving service excellence in line with our Reinventing Retail vision.
Key Responsibilities:
- 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
- Organised 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
- Flexible Monday to Sunday
Why working with us should be on your Christmas list this year:
- Excellent compensation package
- Fantastic team discount across Brown Thomas and Arnotts brands
- Full training and induction to ensure you are confident in your new role
- Seasonal team member incentives
- Working with an enthusiastic, fun and driven team
- Convenient city centre locations with easy access to all transportation options
There’s no place like Brown Thomas Arnotts at Christmas time, so come be a part of the magic!
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