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Customer Service Agent

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Ireland  Dublin, Ireland
Customer Service, English
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Job Description:

Job Description :
Customer Service Agent
Guinness Storehouse, Dublin, Ireland
6 Month Fixed Term Contract
Closing Date: May 29, 2024

About Us
The Guinness Storehouse (GSH) is Ireland's number one visitor attraction welcoming 1.7m visitors in 2019. Since opening in 2000, the GSH has continually evolved as an attraction with seven floors of immersive and sensorial visitor experience including our flagship retail store, bars, restaurants, event spaces, the Guinness Archive and meeting/event spaces.  

We pride ourselves on our welcome, with the warmth and friendliness the Irish are famous for. We recently opened our second Gravity Bar which offers 360-degree panoramic views of Dublin city and over the past twenty years we have invested over EUR50m into the physical experience to cement our position as one of the leading attractions in the world. In addition to the Guinness Storehouse, we also have the Guinness Open Gate Brewery and Roe & Co Distillery on the same campus as well as the Smithwicks Visitor Experience, and in future, will play a key role in the development of the Guinness Quarter. The portfolio is referred to as Irish Brand Homes (IBH). 

About the Team
The post holder will form part of the Reservations Team within (COMPANY NAME) Irish Brand Homes Commercial Growth and Digital team across Guinness Storehouse, Guinness Open Gate Brewery, Roe&Co Distillery and Smithwicks Experience Kilkenny.

The post will act as an Ambassador to all visitors who contact IBH, ensuring they receive courteous, friendly and professional assistance at all times. They will have a strong customer service focus and a genuine desire to deliver a world-class experience for all customers, from ticket purchase through to customer arrival to the brand homes and post-event customer service, embedding a digital-first customer journey throughout. The successful candidate will work within the ticketing system, Secutix, to ensure seamless information flow between departments and smooth operational delivery.

The ideal candidate will have a positive, solution-based approach to take the lead on improving systems and processes to enable a better customer experience tomorrow. The role will work across seven days between the hours of 9am and 5pm.

Purpose of Role
The purpose of this role is to be at the forefront of world-class customer service delivery, both online and offline, for customers attending the Irish Brand homes.
Working within a team of Reservations Assistants, the post holder will have a strong customer service focus and a genuine desire to deliver a world-class experience for all customers, from ticket purchase through to customer arrival to the brand homes and post-event customer service, embedding a digital-first customer journey throughout.

The successful candidate will work within the ticketing system, Secutix, to ensure seamless information flow between departments and smooth operational delivery.

The ideal candidate will have a positive, solution-based approach to take the lead on improving systems and processes to enable a better customer experience tomorrow.

You will be responsible for:
Customer Service:
* Provide an efficient and effective service to Guinness Storehouse, Guinness Open Gate Brewery, Roe&Co Distillery and Smithwicks Experience Kilkenny customers via all channels, understanding their needs and requirements and working to exceed these wherever possible
* Provide front-line advice and support to customers wishing to book online, ensuring that all guidance information on the website is appropriate and up to date
* Ensure appropriate levels of information for visitors to the venues is accurately and appropriately publicised via the website and recorded phone announcements
* Respond to enquiries across all communication platforms, including social media, in a positive, consistent, courteous, and informed manner; to investigate and resolve customer's problems and where appropriate collate information from various internal sources to so do.
* Develop template responses for colleagues that provide consistent information but are readily adapted to ensure specific responses
* Ensure customers enquiries and feedback are answered and closed, and that customer feedback is gathered, monitored, evaluated, and fed back to internal teams, making appropriate changes where required
* Be proactive in the delivery of customer service across all venues, making recommendations for improvements in services and communications from an understanding of the customer feedback and developing initiatives to respond to common issues
* To provide support to and assist with any ad hoc duties as requested by the reservations manager

Ticketing Management
* Work closely with the Digital, Operations and Finance teams to ensure ticket builds on Secutix and allocations are available through third-party online ticket sellers
* Work closely with marketing on the management of competition tickets and other promotional activities
* Manage B2B customer accounts and assist travel agents with tour bookings on the online trade portal
* Process all ticket requests from internal requests made via Chief Executive's Office or wider (COMPANY NAME) stakeholders
* Accurately record all customer information and encourage the public to sign up for the venues mailing list, ensuring a clean, accurate and complete customer database is maintained with a high rate of data capture to provide intelligent insight whilst ensuring that all staff understand the importance of data collection to the organisation
* Liaise with the operations team to confirm appropriate requirements are communicated between relevant internal departments such as booking numbers, VIP guests and accessibility requirements, ensuring the customer service team is following the agreed processes and working collaboratively
* Liaise with the sales and marketing teams and B2B clients to ensure good client relations and encourage repeat business and in processing familiarisation trips, press tickets, any requested reports, and procurement tickets for distribution
* Be familiar with latest Data Protection legislation and ensure that the customer service team complies with Data Protection legislation at all times.

To be successful in this role, you will need:
* Levelling cert of equivalent
* Minimum two years' experience working in a fast-paced customer service team within a hospitality, central reservations or cultural/live entertainment setting
* A working knowledge of FIT /Tour Operator Reservations & Group Reservations
* Experience in managing customer service across multiple communication platforms
* Fluent in English
* Experience in complaint handling and handling of complex customer issues
* Initiative and independence: ability to solve problems without having to be shown too often, taking responsibility for own time and effectiveness.
* Resilience: ability to work effectively under pressure and the flexibility to adapt quickly to demands
* Flexibility- Able to perform in an ever-changing environment and is highly energetic and dynamic, vigilant and attentive. Able to think for themselves and make decisions
* Quality- Excellent attention to detail, excellent organisational skills.
* Communication and Interpersonal skills: effective oral communication skills with the ability to build effective working relationships with colleagues, representatives of other departments and external stakeholders.

Working with Us
Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don't let anything stop you from applying.

Join us and you can also expect a highly competitive and flexible rewards and benefits package including:

* Competitive base salary and bonus scheme
* Contemporary work life balance policies and wellbeing activities
* Contributary pension scheme
* Comprehensive health insurance for you and your family
* Share options

Celebrating our inclusive and diverse culture is core to (COMPANY NAME)'s purpose of "celebrating life every day everywhere". This purpose is inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for (COMPANY NAME) to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the world's very best people.

We're looking for people with creativity, boldness and a sense of purpose to take (COMPANY NAME) and our timeless, pioneering brands to the next level.

Feel inspired? Then this may be the opportunity for you.

Worker Type :Fixed Term Contract (Fixed Term)

Primary Location:Storehouse

Additional Locations :

Job Posting Start Date : 2024-05-22

Source: Company website
Posted on: 12 Jun 2024
Industry: Food / Beverage / Tobacco
Job duration: 6 months
Languages: English
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