Customer Service Representative

Overview

Join to apply for the Customer Service Representative role at Tata Consultancy Services.

This key role is based at our Letterkenny campus in Co. Donegal. Hours of coverage are 9am – 6pm, on rotational shifts, Monday to Friday, following Irish holidays. Job type: Fixed-Term Contract (11 months).

Are you a customer-focused professional with a can-do attitude? Are you ready to build your career with a global IT company in Donegal? Join a global tech leader right here in Donegal. We foster a culture of continuous learning, innovation, and respect, with a presence across teams, geographies and disciplines to drive real change for clients around the world.

The Role

The Customer Service Representative answers queries from Employees, Employers, Agents, Payroll resources, and/or the general public. The team provides Omni-Channel support across online portals (internal & external), offline channels (inbound/outbound post, email), and interactive channels (telephony, live chat). You may be required to make outbound follow-up calls and manage incoming mail inboxes.

Key Responsibilities

• Take incoming calls from Employees, Employers, Payroll resources and/or the general public. Making outgoing (follow-up) calls is also a function of the role.
• Handle requests/problems for customers; investigate the situation, determine the appropriate course of action, and follow through with the customer on resolution.
• Strive to exemplify the business's core value of providing world-class customer service in every interaction.
• Maintain a high level of knowledge regarding components of multiple products serviced by the business.
• Use computerised systems for tracking, information gathering, providing information, referrals, and routine troubleshooting.
• Meet or exceed daily productivity standards in line with set quality standards and service level timelines.
• Motivate and support co-workers to attain team and department goals; provide assistance to other team members as necessary.
• Use feedback to identify opportunities for continual performance improvement.
• Display flexibility for other issues/tasks as they arise.

Additional responsibilities

You will be part of a large, augmented team and, after successful probation, cross-training into other areas of the team may be required as necessary.

Your Profile

Key skills/knowledge/experience:

• Flexibility/adapting to change
• Demonstrate initiative and drive for results
• Good organizational skills and time management
• Attention to detail and accuracy
• Ability to work in a team and independently
• At least 6–12 months customer service experience preferred
• Previous experience in pension industry is an advantage
• Irish-speaking candidate is a plus

Company and Benefits

We are consistently voted a Top Employer in the UK and globally. Our packages include pension, health care, life assurance, laptop, and access to extensive training resources and discounts within the Tata network. We offer health & wellness initiatives and sponsor community events, including local partnerships in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to accessibility in line with the Ireland Employment Equality Acts and Equal Status Acts. We welcome diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, and sexual orientation. We are a disability-inclusive employer and encourage disabled people to apply.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email uki.recruitment@tcs.com with the subject line: "Adjustment Request" or rebecca.mcclelland@tcs.com to request adjustments. We welcome requests at any stage of the recruitment process.

Important notices

Beware of fraudulent offers. TCS does not request payment or security deposits at any recruitment stage. Do not respond to offers from free email services for job offers. If you encounter suspected fraud, report it to the provided contact channels.

Due to high application volume, we may not contact every applicant individually about status. If you have not heard back within 30 days, you may assume you were not shortlisted on this occasion.

How to apply

Join us and do more of what matters. Apply online now.

Job details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting

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