Description:
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 contract.
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.
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