Customer Advocate

Record UK Ltd; Galway; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Annual leave offering

Inclusive culture

Career development opportunities

Global organization

Job summary

HID Global in Galway, Ireland, is seeking a Customer Advocate to join our Customer Success team. You will build and maintain relationships with customers in your region, support Regional Sales Managers, Inside Sales, and Order Management to ensure a seamless ordering experience.

The role requires you to manage customer inquiries via phone and email, ensure CRM data accuracy, and learn HID PACS products. We offer a competitive salary, benefits, a vibrant, inclusive culture, and extensive career

Qualifications

• Must have a passion to make customer satisfaction their highest priority.
• Self-starter who can work with limited supervision but will elevate to management when necessary.
• Ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and meet SLAs.
• Solid team player and ability to resolve issues interdependently with other areas.

Responsibilities

• Build and maintain an excellent relationship with customers both internal and external.
• Ensure customer information is accurate in the CRM Salesforce.com.
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts.
• Build knowledge of HID PACS products and attend training as required.
• Handle customer queries by phone and email via SF.com case management and escalate when needed.
• Coordinate with other departments to expedite/resolving customer orders and issues.
• Log all communication with customers in SF.com and keep records up to date.

Skills

CRM Salesforce

Communication skills

Customer relationship management

Education

Passion for customer satisfaction

Self-starter with minimal supervision

Multi-tasking with quality/accuracy

Job description

An Amazing Career Opportunity for a Customer Advocate ! Location: Galway, Ireland Job ID: 51328 HID Global is seeking a new team member to join our growing Customer Success team. If you like to work within a fast-paced environment, ensuring that customers get the support they need, through all phases of their ordering experience, this is the role for you. You will be responsible for building and maintaining relationships with all the customers in your assigned region. You will collaborate with and support Regional Sales Managers, Inside Sales teams and the Order Management team within the region to provide an exceptional customer experience.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

Physical Access Control Solutions (PACS)

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security.

Responsibilities

• Build and maintain an excellent relationship with customers both internal and external.
• Ensure customer information is accurate in the CRM Salesforce.com.
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts.
• Build your knowledge of HID PACS products; attend training as required.
• Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the CS Manager/Snr Advocate/Sales Manager/Pre-sales as appropriate.
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate.
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns.
• Ability to learn complex systems & processes.
• Log all communication with customers on the CRM SF.com.
• Be proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or Order Fulfilment Manager.
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate.
• Ability to learn complex systems & processes.
• Log all communication with customers on the CRM SF.com.

Education / Experience

• Must have a passion to make customer satisfaction their highest priority.
• Must be a self-starter who can work with limited supervision but who will elevate to management when necessary.
• Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs.
• Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed.
• Must have the ability to clearly and effectively communicate with customers by telephone and in written communication.
• Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers.

What we can offer you

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

Why apply?

Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes.

Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.

Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.

If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact [e-mail].

Immigration Sponsorship Not Available

Applicants for this position must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside of the hiring country will not be considered.

At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in résumés and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

#LI-HIDGlobal