Customer Support Specialist • English | Fintech industry | Cork office

Location: onsite in Cork office, Ireland

Hours of operation: Shifts across 8am – 10pm across the full week, Mon -Sun, subject to change (you can choose if you prefer to work 4 day rotation with 10 hour shifts or 5 days rotation)

Salary: €27,250 gross per annum + performance bonus;

We also offer:

• Monthly Performance bonus
• Stable permanent job, regular training,
• Great rewards for referring your friends, multilingual exposure,
• Occupational Health Advisor
• Affordable GP scheme
• Vision Eye Test
• We work with VHI to provide contributions towards your chosen medical insurance plan (tenure based).
• Transport: Do you have a car? Car park. Would you prefer cycling? Bike to Work tax relief. Are you more likely to get the bus? Taxsaver Leap Cards.
• In the office, you’ll enjoy our inspiring, fun and innovative space with ‘relax’ and ‘play’ areas, brand new gym, subsidised canteen and coffee stations.
• Community projects – want to make the world a better place?
• We run CSR (Corporate Social Responsibility) events all year long.

As a Customer Support Specialist in a fintech industry you will master the skills of effective communication, problem solving, customer service, and strong cultural awareness. You will investigate and research user issues and identify and escalate bugs so they can be resolved as quickly as possible. In this role you will have the opportunity to be a part of something bigger, a global team of amazing people and a strong brand that can change lives with our technology. You’ll be the face of some of the world’s top payment processing brands!

Competencies and Responsibilities:

Customer Service – Operational Beauty is one of TELUS Digital core values that will resonate with you, making you an attentive, empathetic, caring, friendly and helpful team member, who supports customers via phone, email and chat. Always aiming to deliver outstanding support to our community and going above and beyond in your day to day duties. 

Drive for Results – This role will bring a strong level of ownership for your personal success in reaching your targets on a daily basis. You will go the extra mile to find creative solutions to accommodate customer requests and queries.As part of your role in this project, you will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot, negotiate and provide information and solutions to customers and do so with the highest standards of professional customer care.

Resilience – You will enjoy working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time. We believe there is no failure, there are only opportunities to embrace and learn from new experiences as we move forward. This role will bring a high level of accountability and you will thrive under pressure.

Communication – You will be able to communicate effectively and efficiently with all of our users who are seeking your help or advice. Your communications skills are critical for strengthening the relationships with our users. You will have contact with users through inbound & Outbound calls, Chat and Email channels.

You are a perfect match to what we are looking for if you find yourself constantly striving for more and doing your best every day to achieve excellent results.

What we NEED you to have:

• Fluency in English
• Friendly and communicative person with strong customer focus
• Comfortable working with computers and phones and the ability to work with multiple systems and the ability to learn and adapt to new ones

What we would LOVE you to have:

• Previous customer support experience is preferred
• Third level education in one of the following; Journalism, Visual Communications, Computer Science/ Web Design, Linguistics/Languages, Humanities, Commerce, Finance – is an advantage and not a requirement

Additional Job Description

As a Customer Support Specialist in a fintech industry you will master the skills of effective communication, problem solving, customer service, and strong cultural awareness. You will investigate and research user issues and identify and escalate bugs so they can be resolved as quickly as possible. In this role you will have the opportunity to be a part of something bigger, a global team of amazing people and a strong brand that can change lives with our technology. You’ll be the face of some of the world’s top payment processing brands!

Language ReferenceEnglish

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world’s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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