Customer Service Representative

About the Role

Join a leading global technology company based right here in Letterkenny, County Donegal, with a modern delivery center and over 850 staff. Recognized locally for workplace excellence, we emphasize learning, innovation, and respect. Our collaborative teams work internationally to deliver impactful solutions for major clients, making a tangible difference.

Key Responsibilities

• Respond promptly and effectively to customer inquiries via phone, email, and digital platforms to ensure smooth operations and positive service experiences.
• Communicate clearly with all customers, including vulnerable groups and complainants, in person and writing.
• Build and maintain strong relationships with internal and external business partners to share best practices and optimize efficiency.
• Work accurately to meet quality standards, provide timely information, and support service level agreements and performance metrics, including customer feedback.
• Support and lead initiatives aimed at process improvements, enhancing the customer journey, and increasing first-contact resolution while reducing inefficiencies.
• Continue personal development to enhance skills and knowledge in managing diverse customer needs across multiple communication channels.
• Uphold conduct risk management principles and report emerging risks appropriately.
• Follow all corporate policies and regulatory guidelines concerning data protection, security, anti-financial crime, and compliance.
• Meet individual and team targets related to service delivery and customer outcomes.
• Manage workload efficiently to ensure goals are achieved on time.

Required Qualifications and Skills

• Minimum educational qualification equivalent to Leaving Certificate Ordinary Level, with customer service or financial qualifications advantageous but not mandatory.
• Previous customer-facing experience preferred, with strong accuracy and product/system knowledge to handle various inquiries.
• Confident telephone communication skills, able to manage conversations professionally and clearly.
• Good analytical abilities with familiarity in MS Excel and Word; quick learner of new IT systems and processes.
• Demonstrates a service-oriented, proactive attitude with attention to detail and resilience under pressure.
• Excellent team player with a positive background in customer service within financial services.
• Adaptable and open to supporting various business functions, willing to undertake job-specific training and comply with ongoing mandatory courses.

Desirable Skills

• Basic knowledge of Life & Pensions products and terminology.
• Understanding of or interest in the financial services industry, including regulatory and compliance aspects.
• Comfortable working with numerical data related to policies and premiums.
• Experience with CRM or customer management systems.
• Strong conflict resolution abilities, remaining composed when assisting challenging customers.
• Awareness of data protection laws and confidentiality requirements.

Working Conditions and Additional Information

This is a permanent full-time position based onsite in Letterkenny, County Donegal. Work hours involve an 8-hour rotational shift between 8 AM and 6 PM, Monday through Friday.

Rewards and Benefits

This employer is recognized as a top workplace globally, offering competitive remuneration packages including pension plans, healthcare, life insurance, technology provisioning, extensive training resources, and discounts within the broader company group. Wellness programs and community partnerships enhance the employee experience.

Diversity and Inclusion

The employer is committed to equal opportunity, accessibility, and embracing diverse backgrounds including disability inclusion. Candidates with disabilities who meet basic role criteria are guaranteed interviews, and reasonable accommodations for the application or interview process are available upon request.

Fraud Awareness

The employer does not charge any fees during recruitment and communicates only through official corporate channels. Candidates should guard against fraudulent job offers and may report suspicious activity.