Customer Advocate FTC

4 weeks ago

Galway, Galway, Ireland HID Full time

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An Amazing Career Opportunity for a Customer Advocate (Fixed Term Contract - 6 months)

Location: Galway, Ireland

Job ID: 38777

Would you like to work within a fast-paced environment and are passionate about providing an exceptional customer experience? Then this is the role for you HID Global is seeking a new team member to join our growing Customer Service team. You will be responsible for building and maintaining relationships with all the customers in your assigned region.

Who are we?

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

Physical Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it's your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Are you ready to make a difference? Join us and help shape the future of security.

As our Customer Advocate, you'll support HID's success by:

Building and maintaining an excellent relationship with customers both internal and external.
Ensuring customer information is accurate in the CRM Salesforce.com
Ensuring eBS Oracle is set with accurate defaults for your dedicated customer accounts
Building your knowledge of HID products; attending training as required
Dealing with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU

Champion/Regional Sales Manager/Pre-sales as appropriate

Resolving pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate
Coordinating with other departments to expedite / resolve customer orders, issues and concerns.
Having the ability to learn complex systems & processes
Logging all communication with customers on the CRM SF.com
Being proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or CS Order Fulfilment Team Leader

Your Experience and Background include:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have a passion to make customer satisfaction their highest priority
Must be a self-starter who can work with limited supervision but who will escalate to management when necessary
Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs
Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed
Must have the ability to clearly and effectively communicate with customers by telephone and in written communication
Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers
Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential.
Some experience in a technological environment would be an advantage. Must have a H.S. diploma
A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry
Preferred knowledge: Oracle, Sales Force, Agile
Ability to type 55 words per minute

What we can offer you:

Competitive salary and rewards package
Competitive benefits and annual leave offering, allowing for work-life balance
A vibrant, welcoming & inclusive culture
Extensive career development opportunities and resources to maximize your potential
To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com .

We make it easier for people to get where they want to go

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you'll also be part of the ASSA ABLOY Group, the global leader in access solutions. You'll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Seniority level

Seniority levelEntry level

Employment type

Employment typeFull-time

Job function

Job functionCustomer Service
IndustriesSecurity and Investigations

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