Customer Service & Loyalty Line Advisor

Brownthomasarnottscareers; Dublin; Hybrid; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Competitive Salary

Contributory Pension Scheme

Flexible Working Model

Team Member discount

Job summary

Brown Thomas Arnotts is seeking a Customer Service & Loyalty Agent to deliver outstanding support across phone, email, live chat, WhatsApp and social channels. You will assist with loyalty sign-ups, card issuance, points adjustments and customer engagement, while collaborating with Store, Marketing and Buying teams to ensure a seamless customer experience.

The role emphasizes problem-solving, attention to detail and empathy, with a focus on data privacy and accurate case records in in-house

Qualifications

• Proven ability to deliver high-quality customer support across multiple channels.
• Strong communication and empathy to enhance the customer journey.
• Proficiency in Excel and general MS Office suite.

Responsibilities

• Deliver outstanding customer service across phone, email, live chat, and social channels.
• Resolve queries with strong problem-solving to achieve first-contact resolution where possible.
• Support loyalty programmes, digital platforms and cross-functional operations.

Skills

Customer Service

Communication

Excel

Digital literacy

Teamwork

Tools

CRM systems

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. 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

The BTA Customer Service & Loyalty Agent delivers exceptional customer service across all communication channels, ensuring every customer receives timely, accurate and empathetic support. The role enhances the customer journey through strong communication and influence, problem‑solving, and emotional intelligence, while supporting loyalty programmes, digital platforms and cross‑functional operations. The agent contributes to a seamless customer experience by demonstrating adaptability, resilience, and a commitment to results‑focused service delivery.

Key Responsibilities:

• Deliver outstanding customer service across phone, email, live chat, WhatsApp and social media channels, ensuring timely and professional responses
• Resolve customer queries efficiently, applying strong problem‑solving and decision‑making skills to achieve first‑time resolution wherever possible
• Manage loyalty programme activities including sign‑ups, card issuing, points adjustments and customer engagement, demonstrating strong customer relationship management
• Conduct online order reviews and fraud checks, applying attention to detail and accountability for results to ensure system accuracy
• Support digital gift card processes, including customer inquiries, tracking and issue resolution
• Collaborate with concessions, Marketing, Buying and Store teams, demonstrating effective teamwork and collaboration to enhance customer outcomes
• Maintain accurate case records and customer details using in‑house systems, applying strong planning and organising skills
• Promote and educate customers on the Brown Thomas Arnotts App, demonstrating strong communication and influence
• Provide support to in‑store teams by retrieving loyalty card numbers, transaction details and customer information as required
• Participate in ongoing training, demonstrating passion for learning and staying informed on promotions, policies and product updates
• Monitor customer feedback and trends, applying insights‑focused thinking to identify opportunities for service improvement
• Build strong relationships with customers and colleagues, demonstrating emotional intelligence, empathy and professionalism
• Ensure compliance with data privacy regulations and company policies, demonstrating strong ethical practice and confidentiality

KNOW WHAT WE ARE LOOKING FO

• A strong commitment to delivering exceptional customer service.
• Excellent digital literacy, including proficiency in MS Office and particularly Excel.
• High attention to detail with the ability to manage multiple tasks accurately.
• Professional and polished telephone manner demonstrating strong communication and influence
• Excellent written and verbal communication skills with strong social skills.
• Strong organisational and administrative capability
• A flexible, proactive, can‑do approach with strong adaptability and resilience.
• Ability to work independently and collaboratively, demonstrating strong teamwork and collaboration
• Demonstrated emotional intelligence when dealing with customer concerns
• Strong problem‑solving ability and accountability for delivering results.

Core Skills and Behaviours

• Communication and Influence — Communicating clearly and persuasively across teams, ensuring content concepts are understood, supported, and executed effectively

• Teamwork and Collaboration — Working effectively with colleagues across departments to resolve customer issues. Channel Management — Understanding how content behaves differently across Instagram, TikTok, Facebook, and emerging platforms

• Problem‑Solving and Decision‑Making — Assessing situations quickly and making informed decisions to resolve queries. Marketing Capability — Applying marketing principles to content creation, including audience segmentation, messaging, and positioning.

• Adaptability and Resilience — Remaining calm and effective in a fast‑paced, high‑volume environment

• Business Acumen — Understanding how customer service supports wider business goals

• Strategy and Direction — Aligning service delivery with organisational priorities

• Data‑Driven — Using customer feedback and system data to improve service

• Customer Orientation — Keeping customer needs at the centre of all actions

• Customer Relationship Management — Managing loyalty interactions and maintaining long‑term customer trust.

• Ethical Practice — Handling customer information responsibly and acting with integrity.

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 recognised 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 socialise, discover, learn and are inspired, and where local communities are enriched.

We are Curators

Our unique range of product 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 thatmake 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 [e-mail] torequest accommodation.