Call Center Customer Service Specialist (US Hours 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 do The 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: 28th September Please note this role has a training of 12 weeks until 14th December. Key Responsibilities 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. 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 a…