Customer Service Representative (Process Agent)

Role: Customer Service Representative (Process Agent)

Job Type: Permanent Contract

Location: Letterkenny, Co. Donegal - on-site

Ready to use your skills/knowledge/experience in a Customer Service environment?
Would you like to join a dynamic global TF consultancy where you can develop your skills in a supportive and collaborative environment?

Make your mark as a Customer Service Representative!

Join a global technology leader here in Donegal. With over 850 employees and a world-class delivery center, we are proud to offer excellent career opportunities without leaving the Northwest. Recognized as "Employer of the Year" by the Letterkenny Chamber of Commerce, 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, based in Donegal.

This key role is located at our state-of-the-art campus in Letterkenny - you will handle various types of inquiries and applications relating to personal data and information maintained and recorded on a range of business applications and software.

The core hours are 9am - 6pm, on rotating shifts, Monday to Friday, excluding Irish public holidays.

The role of the Customer Service Representative is to answer questions from Employees, Employers, Agents, Payroll resources, and/or the general public who may have questions.

This team will provide Omni-Channel support to enable customer services 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 calls in cases where the first call cannot be resolved and for managing inbound email inboxes.

If you need support to complete the application or if you need a different format for this document, please contact us using the subject: "Application Support Request".

• Respond to inbound calls from Employees, Employers, Payroll resources and/or the general public. The role also involves making outbound calls (follow-up calls).
• Deal with customer inquiries/issues; investigate the case, determine the appropriate course of action, and follow up with the customer regarding resolution.
• Strive to embody the core values of the business, that is, providing excellent service to customers in every customer interaction.
• Responsible for having a high level of knowledge regarding the various product components that the service business provides.
• Use a computer system to record, collect information, provide information, redirect, and regularize errors.
• Meets or exceeds daily productivity standards in accordance with established quality standards and meets all service deadlines.
• Encourage and support collaboration to achieve team and departmental goals. Provide support and assistance to other team members as needed.
• Use feedback to identify opportunities for continuous performance improvement.
• Demonstrate flexibility in case of other specific issues/tasks as they arise.

You will be part of a large team. As we grow and after the induction period is over, we will look to cross-train into other areas of the team, as required.

For Your Profile
Key skills/knowledge/experience:

• Administrative experience.
• Excellent communication skills.
• Flexibility/adaptability to change.
• Demonstrate initiative and drive to achieve results.
• Good organizational and time management skills.
• Attention to detail and accuracy.
• Ability to work in a team and independently.
• Excellent computer skills.

Salary & Benefits

TCS is consistently voted as the Best Employer in the UK and around the world. Our competitive remuneration packages include pension, healthcare, life insurance, laptop, and access to extensive training resources and discounts within the Tata network.

We provide health and wellbeing initiatives and sporting events; we are proud sponsors of the London Marathon and we collaborate with our local communities in Ireland.

Tata Consultancy Services UK&I is committed to meeting the accessibility requirements of every individual in accordance with the Irish Employment Equality Acts 1998-2011 (as amended) and the Equality Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, sexual orientation, age, physical ability, gender reassignment, and gender bias. We are an inclusive employer with respect to disability and encourage people with disabilities to apply for this role.

As a Disability Confident Employer, we interview applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Email us at UKI.recruitment@tcs.com if you wish to opt-in.

If you are an applicant who requires any reasonable adjustments to the application process or the interview, please contact us at UKI.recruitment@tcs.com with the subject line: "Adjustment Request" or email jennifer.long@tcs.com to request an adjustment. We welcome applications before you complete the application and at any stage of the recruitment process.

Next Steps:
Application Process

1. Online application: You can apply directly through www.tcscareers.ie or through Indeed or LinkedIn by uploading your CV. If you wish to submit your application in another format such as audio/video, please contact UKI.recruitment@tcs.com.
2. Skills-based discussion: This will be a level 1 interview with the project team, which can be done via video or in person. The recruiter will confirm the details.
3. Management discussion: This discussion will focus on behavioral traits and person-organization fit.
4. AD discussion: This will be with a member of the AD team and will cover your career journey, growth aspirations, compensation, and any other questions you may have.

Please be advised that TCS does not ask for any type of payment or security clearance from applicants at any stage of the recruitment process. The company never sends job offers from free online email services such as Gmail, Yahoo Mail, etc. TCS has not authorized any third-party company to collect money on its behalf. As a vigilant job seeker, be careful of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.

Due to the high volume of applications, we will not be able to contact every applicant individually regarding the status of their application. If you do not receive a direct response within 30 days, please assume that this application has been unsuccessful.

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