Graduate Customer Experience Executive

About the Role

CORETech, a branch of Cultura Technologies and a leading provider of Agritech software solutions across Dairy, Grain, Milling, and Retail sectors, invites applications for the Graduate Customer Experience Executive position. With over 40 years of success supporting global customers from offices in Ireland, the UK, the US, and Germany, CORETech offers a full-time hybrid role based in Mitchelstown, County Cork, Ireland. This position is open to graduates from any discipline and provides a valuable opportunity to build a career in technology.

Responsibilities

• Deliver first-level software support to clients following established CX processes and procedures.
• Address and resolve retail customer inquiries and issues in accordance with agreed Service Level Agreements.
• Utilize AI tools to develop training materials, document processes, and support the wider customer experience team.
• Engage customers through various channels including operations meetings, video conferences, telephone, and email; provide training and ongoing support.
• Identify and propose added-value services to enhance retail customer satisfaction.
• Assist second-line support and Database Administrator teams with assigned tasks.
• Contribute to customer experience key performance indicator reporting and assist in tracking team performance metrics.
• Meet quarterly performance targets as defined in scorecards.
• Apply AI platforms to improve response times, elevate customer self-service options, and accelerate ticket resolution.
• Help maintain AI-enhanced knowledge bases, FAQs, and support documentation to reduce repeated queries.
• Analyze AI-driven data insights to identify and communicate recurring customer issues to appropriate teams.
• Support the assessment and integration of new AI tools that improve customer experience workflows and results.
• Collaborate with product and development teams to provide feedback regarding customer interaction with AI features in CORE's software.

Candidate Profile

The ideal candidate will have a strong drive for personal and professional development, thriving in a collaborative workplace where every team member contributes. Excellent communication abilities and problem-solving skills are essential to establish effective relationships across departments. A curiosity and eagerness to explore emerging AI technologies will enhance the role's impact. Additionally, candidates should be organized, detail-oriented, and comfortable working independently with a customer-focused mindset.

Development and Benefits

• A tailored personal growth plan aligned with individual strengths and aspirations.
• Access to mentors, coaches, and opportunities to engage in cross-functional projects.
• Potential for career advancement in multiple facets of the organization.
• A supportive, inclusive working environment prioritizing employee engagement and well-being.
• Employment benefits such as health insurance, hybrid working arrangements, enhanced sick leave, family leave, discretionary bonus schemes, and more.

Diversity, Inclusion, and Data Privacy

CORETech is dedicated to equal opportunity employment, actively fostering diversity and inclusivity. Applicants who are enthusiastic about the position but feel they do not meet all criteria are encouraged to apply. The company ensures accessible recruitment processes and accommodations as needed. Personal data collected during recruitment is securely managed under GDPR regulations strictly for hiring purposes; further details are available upon request.