Customer Care Associate

Role overview

PHX Ireland is committed to building an environment where people can bring their authentic selves to work and where different backgrounds, ideas, and perspectives are valued as part of everyday success. The group operates across United Drug, McCabes Pharmacy, and TCP Homecare, guided by six core values: customer focus, quality, collaboration, ambition, innovation, and inclusion.

This position is a 12-month fixed-term contract based in Dublin.

What you'll do

• Handle customer contacts through phone, email, and chat.
• Place and track customer orders accurately through the online ordering system.
• Work across multiple products and platforms as needed.
• Answer queries about order progress, accounts, and delivery matters.
• Assist customers and suppliers with support and telesales-related tasks.
• Help resolve customer issues by identifying practical solutions.
• Partner with other teams to make sure queries are closed quickly and effectively.
• Stay aware of team KPIs and understand how individual performance affects results.
• Consistently meet personal goals and objectives.
• Follow product rules, limitations, company policies, and internal procedures.
• Contribute to a cooperative, positive team culture.
• Support the team in resolving customer issues end to end.

Role scope and working style

The role calls for someone with solid customer care experience who can work with moderate direction. Standard procedures should be followed independently in routine situations, while more complex cases may need guidance or escalation to a senior colleague or manager. Most work is assigned, and the role involves supervised execution within established practices.

Requirements

• At least 1-3 years of experience in a customer support position.
• Strong people skills and the confidence to communicate professionally with customers and colleagues.
• A performance-focused mindset with commitment to team KPIs.
• Strong collaboration skills and a genuine team-oriented approach.
• Experience in identifying and reducing risk.
• Excellent written and spoken communication.
• Ability to manage several tasks at once and stay calm in difficult conversations.
• Strong analytical thinking and problem-solving ability.
• Working knowledge of email and phone etiquette, along with Microsoft Office tools.

About United Drug and PHX Ireland

United Drug is Ireland's largest pharmaceutical distribution company, founded in Ballina, County Mayo in 1948 by pharmacists. Since 2022, it has been part of the PHOENIX group, a leading healthcare provider in Europe. The business employs more than 650 people across Dublin, Limerick, and Mayo and works with over 1,900 pharmacies, hospitals, clinics, and primary care centres across Ireland.

PHX Ireland employs more than 1,800 people and is focused on helping customers and patients while improving quality of life. The group operates five distribution centres, pharmacies nationwide, delivers more than 85 million packs to Irish pharmacies and hospitals, and serves over 500,000 patients every year. As part of PHOENIX group, the company benefits from broader expertise, shared best practices, and continuous improvement across Irish healthcare.

Inclusion and accessibility

PHX Ireland encourages applications from people of all backgrounds and is committed to an interview process that is accessible to everyone. Candidates who need adjustments or support for an interview are invited to contact jobs@phxireland.ie.

Contract information

This role is offered on a 12-month fixed-term contract.