Call Center Customer Service Specialist (US Hours 3pm-11pm) | PGIM Ireland
HybridLetterkenny, Ulster, Ireland
Job Summary
Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment. Educate customers on self-service tools to promote digital adoption and reduce reliance on phone support. Identify friction points in the customer journey, provide actionable feedback to leadership, and use data insights to recommend service improvements leveraging AI and business intelligence tools. Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers while meeting operational metrics and service level goals. Participate in scheduled outbound calls for customer education and follow-up, supporting high-volume customers and digital engagement campaigns. May provide basic peer-to-peer training when onboarding new employees. Join a state-of-the-art office in Letterkenny starting September 2026 with 12 weeks of training.
Required Qualifications
- previous customer service experience
- Advanced understanding of support discipline and operational processes
- Digital Fluency: Proficient with CRM systems, AI tools, and digital platforms
- Data Literacy: Ability to interpret and use data to drive service improvements
- Adaptability: Quick to learn and apply new tools, technologies, and workflows
- Communication Excellence: Strong verbal and written communication; empathetic and active listener
- Problem-Solving Mindset: Passionate about resolving issues and helping customers
- Continuous Improvement Drive: Always seeking ways to optimize tools, processes, and outcomes
- Outcome-Oriented Thinking: Focused on measurable impact—containment, satisfaction, efficiency
- Product Knowledge: Proficiency in multiple products and services
- Must be available for US hours covering 3pm - 11pm (Local time)
- Must be based in Letterkenny
- Must be able to work a hybrid role with expectation of being on-site 1 day a week
- Must be able to work 12 week classroom and on the job training
- Must be able to start on 28th September
- Must be able to work until 14th December
Desired Qualifications
- Experience with digital service tools and platforms
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