Customer Service Agent

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 €50m 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 Diageo 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