Customer Service Specialist (3pm-11pm) | PGIM Ireland
Prudential Financial
Customer Service Specialist (3pm-11pm) | PGIM Ireland
Job Description
This role will work US hours covering 3pm - 11pm (Local time) based in Letterkenny. This will be a hybrid role with expectation of being on-site 1 day a week. Come join us in our state of the art office in Letterkenny as we are expanding. You will have an opportunity to join your new customer support colleagues in September 2026.What you will doThe GCC Ireland Digital Solutions Specialist (Customer Support Specialist) is a digitally fluent, customer-obsessed problem solver who delivers exceptional service experiences across multiple channels—voice, chat, email, and text. This role is designed to accelerate the transition from traditional phone-based service to modern, tech-enabled solutions, supporting registered customers and driving digital adoption. Specialists resolve navigation challenges, implement feedback loops for continuous improvement, and collaborate across teams to optimize the customer journey. 12 week classroom and on the job training will be provided.Start Date: 19th OctoberPlease note this role has a training of 12 weeks until 11th January.Key ResponsibilitiesResolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment.Educate and guide customers on self-service tools and digital solutions, promoting digital adoption and reducing reliance on phone support.Identify and escalate friction points in the customer journey and provide actionable feedback to leadership.Use data insights to recommend and implement service improvements, leveraging AI and business intelligence tools.Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers.Meet operational metrics and service level goals, proactively identifying opportunities for improvement.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.Required Skills & Knowledge 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.Success Metrics Meet Customer Experience GoalsFirst Contact Resolution (FCR) 83%Rep Satisfaction 78%Ease of Doing Business (EODB) 70%*Goals Subject to change. Digital Adoption & Containment RatesReduction in Repeat Contacts and Call VolumesImplementation and effectiveness of improvement initiativesRecommendations for improvements and identification of trendsQualificationsTypically requires previous customer service experience, preferably in a digital or omni-channel environment.Advanced understanding of support discipline and operational processes.Experience with digital service tools and platforms preferred.*PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.What we offer youHealth Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.Annual Leave : 23 days, increasing with service.Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus employees are rewarded with Shop LK vouchers which are paid tax free.Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.-PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit. Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.
Locations
- Ireland, Letterkenny
Skills Required
- CRM systemsintermediate
- multiple productsintermediate
- digital service toolsintermediate
Required Qualifications
- Digital Fluency: Proficient with CRM systems, AI tools, and digital platforms. (experience)
- Digital Fluency: Proficient with CRM systems, AI tools, and digital platforms. (experience)
- Data Literacy: Ability to interpret and use data to drive service improvements. (experience)
- Data Literacy: Ability to interpret and use data to drive service improvements. (experience)
- Adaptability: Quick to learn and apply new tools, technologies, and workflows. (experience)
- Adaptability: Quick to learn and apply new tools, technologies, and workflows. (experience)
- Communication Excellence: Strong verbal and written communication; empathetic and active listener. (experience)
- Communication Excellence: Strong verbal and written communication; empathetic and active listener. (experience)
- Problem-Solving Mindset: Passionate about resolving issues and helping customers. (experience)
- Problem-Solving Mindset: Passionate about resolving issues and helping customers. (experience)
- Continuous Improvement Drive: Always seeking ways to optimize tools, processes, and outcomes. (experience)
- Continuous Improvement Drive: Always seeking ways to optimize tools, processes, and outcomes. (experience)
- Outcome-Oriented Thinking: Focused on measurable impact—containment, satisfaction, efficiency. (experience)
- Outcome-Oriented Thinking: Focused on measurable impact—containment, satisfaction, efficiency. (experience)
- Product Knowledge: Proficiency in multiple products and services. (experience)
- Product Knowledge: Proficiency in multiple products and services. (experience)
- Typically requires previous customer service experience, preferably in a digital or omni-channel environment. (experience)
- Typically requires previous customer service experience, preferably in a digital or omni-channel environment. (experience)
- Advanced understanding of support discipline and operational processes. (experience)
- Advanced understanding of support discipline and operational processes. (experience)
- Experience with digital service tools and platforms preferred. (experience)
- Experience with digital service tools and platforms preferred. (experience)
- *PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply. (experience)
Responsibilities
- Start Date: 19th October
- Please note this role has a training of 12 weeks until 11th January.
- Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment.
- Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment.
- Educate and guide customers on self-service tools and digital solutions, promoting digital adoption and reducing reliance on phone support.
- Educate and guide customers on self-service tools and digital solutions, promoting digital adoption and reducing reliance on phone support.
- Identify and escalate friction points in the customer journey and provide actionable feedback to leadership.
- Identify and escalate friction points in the customer journey and provide actionable feedback to leadership.
- Use data insights to recommend and implement service improvements, leveraging AI and business intelligence tools.
- Use data insights to recommend and implement service improvements, leveraging AI and business intelligence tools.
- Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers.
- Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers.
- Meet operational metrics and service level goals, proactively identifying opportunities for improvement.
- Meet operational metrics and service level goals, proactively identifying opportunities for improvement.
- Participate in scheduled outbound calls for customer education and follow-up, supporting high-volume customers and digital engagement campaigns.
- 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.
- May provide basic peer-to-peer training when onboarding new employees.
Benefits
- general: Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.
- general: Annual Leave : 23 days, increasing with service.
- general: Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
- general: Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus employees are rewarded with Shop LK vouchers which are paid tax free.
- general: Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.
- general: Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.
- general: Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.
- general: Annual Leave : 23 days, increasing with service.
- general: Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
- general: Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus employees are rewarded with Shop LK vouchers which are paid tax free.
- general: Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.
- general: Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.
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