Customer Service Representative - FTC - 12 months

Overview

Tata Consultancy Services is hiring a Customer Service Representative for a 12-month fixed term contract based in Letterkenny, County Donegal. This is an onsite role with rotating shifts of 8.5 hours between 08:00 AM and 18:00 PM, Monday to Friday.

The position supports a pensions client by delivering responsive service across phone, email, and digital channels. You will work as part of a collaborative team, handling customer requests accurately, helping resolve issues efficiently, and ensuring strong service standards are met.

What the role involves

• Provide timely support to customers across inbound and outbound telephone interactions, along with other service channels as needed.
• Investigate customer queries and issues, decide on the right next step, and respond in a clear and appropriate manner.
• Carry out administrative and processing tasks accurately using a range of business applications and systems.
• Work toward quality, SLA, KPI, and customer outcome targets while maintaining a high standard of service.
• Take ownership of customer needs, aiming to resolve issues at first contact wherever possible.
• Use sound judgment and risk awareness when making decisions that support good customer outcomes.
• Track and raise conduct risks or emerging issues when identified.
• Manage your own workload so that both personal and team goals are achieved.
• Contribute to continuous learning and be ready to support different areas of the business based on operational needs.

What TCS is looking for

• Ideally, you have Leaving Certificate Ordinary Level or an equivalent qualification; customer service or financial services qualifications are helpful but not essential.
• Previous experience in a customer-facing environment is preferred, along with the ability to work accurately and efficiently.
• You should bring a confident and professional telephone manner and be able to communicate clearly and concisely.
• Comfort using MS Excel and Word is important, as is the ability to learn and navigate multiple systems and technologies quickly.
• You need to be adaptable, detail-oriented, self-motivated, and able to stay calm under pressure.
• Strong teamwork, discretion with sensitive information, and a service-focused attitude are essential.
• Willingness to undertake role-specific training and support different operational areas is required.
• Desirable background includes knowledge of life and pensions products, numerical confidence, CRM or case-management systems, conflict handling, and data protection awareness.

Benefits and workplace

• Competitive compensation package with pension, healthcare, life assurance, laptop, and access to training resources.
• Discounts available within the wider Tata network.
• Health and wellness initiatives, plus sports events and community involvement in Ireland.
• TCS promotes diversity, inclusion, and accessibility, and supports applicants with disabilities or long-term conditions through interview consideration and process adjustments.

Application support and important notices

If you need help completing the application or require the document in another format, contact UKI.Recruitment@tcs.com with the subject line “Application Support Request”. If you need adjustments during the application process or interview, contact UKI.Tagrecruiment@tcs.com with the subject line “Adjustment Request”.

TCS states that it does not request payment or security deposits at any stage of recruitment and does not issue offers from free email services. Candidates are advised to remain alert to fraudulent recruitment activity.

Due to application volume, individual status updates may not be provided to every applicant. If you do not receive a direct response within 30 days, the application should be considered unsuccessful.