Customer Service Representative

Customer Service Representative (Process Agent)

Job Type: Fixed-Term Contract (11 months)

Location: Letterkenny, Co. Donegal (Onsite Monday to Friday)

Approx Timeline: Interviews will commence w/c 8th September, Release of offers: November, Start date: Early January.

Are you a customer focused professional with a can-do attitude?

Are you ready to build your career with a global IT company in Co. Donegal?

Make your mark as a Customer Service Representative

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we're proud to offer world-class career opportunities without having to leave the Northwest. Recognised as "Workplace of the Year" by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

This key role is based at our state-of-the-art Letterkenny campus - you will handle various types of inquiries and requests related to personal data & information maintained and recorded on a variety of business applications & programs.

Hours of coverage are 9am - 6pm, on rotational shifts, Monday to Friday, following Irish holidays.

The role of the Customer Service Representative is to answer queries from Employees, Employers, Agents, Payroll resources, and/or the general public with queries.

This team will provide Omni-Channel support to enable customer services across online (internal & external portals), offline (e.g. inbound post, outbound post, email etc.), and interactive (e.g. telephony, live chat etc.) You will also be responsible for making follow up outbound calls where first call resolution is not possible and managing incoming mail inboxes.

• 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 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 customer interaction.
• Responsible for possessing a high level of knowledge regarding components of multiple products that are serviced by the business.
• Use computerised system for tracking, information gathering, providing information, referrals, and routine troubleshooting.
• Meets or exceeds daily productivity standards in line with set quality standards and meets all service level timelines.
• Motivate and support co-workers to attain team and department goals. Provide support and 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 responsibility:

You will be part of a large, augmented team and after the probation is passed, we would expect cross training into the other areas of the team, as necessary.

Key skills/knowledge/experience:

• Administration experience.
• Excellent communication skills.
• 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.
• Excellent computer skills.

Desirable skills/knowledge/experience:

• At least 6-12 months customer service experience preferred.
• Previous experience in pension industry is an advantage.
• Irish Speaking candidate is a plus.

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

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 us at if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact uki.recruitment@tcs.comwith the subject line: "Adjustment Request" or email rebecca.mcclelland@tcs.com to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Beware of Fraudulent offers

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests You can write to to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

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