Customer Service Advocate

Jobtailor; Galway; On-site; EUR 32,000 - 42,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Service Escalation Specialist in Ireland to act as escalation point for complex issues, support Sales, onboard customers, and coordinate with Product, Operations, and Finance.

You will prepare quotes, ensure order accuracy, maintain processes, provide proactive status updates, and present to internal stakeholders. Requires 2+ years in tech customer service and Oracle/Salesforce knowledge.

Qualifications

• Minimum 2 years in Customer Service, preferably in the high technology industry.
• Knowledge of Oracle, CRM systems and data analysis tools.
• Ability to work in a fast-paced environment with multiple priorities.
• Clear written and spoken English; additional languages advantageous.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Experience with Oracle and Salesforce preferred.
• Must be legally authorized to reside and work in Ireland; immigration sponsorship not available.
• International relocation or remote work outside of Ireland will not be considered.

Responsibilities

• Act as an escalation point for complex customer issues and support Sales activities.
• Manage customer expectations and ensure timely resolution of escalations.
• Support customer onboarding and enablement, including ordering processes and required forms.
• Coordinate with Product, Operations, and Finance to remove blockers.
• Prepare and validate quotes with configurations, pricing, and lead times.
• Follow up on approvals and coordinate quote-to-order activities.
• Ensure order accuracy and conduct backlog reviews.
• Provide proactive status updates to remove blockers and improve customer experience.
• Escalate to management when necessary; create and maintain processes and work instructions.
• Deliver presentations to internal stakeholders.

Skills

Customer onboarding

Quote preparation

Order accuracy

Data analysis

Compliance documentation

Tools

Oracle

Salesforce

CRM systems

MS Office

Job description

• Act as an escalation point for complex customer issues and support Sales activities
• Manage customer expectations and ensure timely resolution of escalations
• Support customer onboarding and enablement, including ordering processes, portals, required forms, and first-order readiness
• Coordinate with Product, Operations, and Finance to remove blockers such as compliance documents, export questions, and special shipping needs
• Prepare and validate quotes, confirming product configurations, pricing, and lead times
• Follow up on approvals and coordinate quote-to-order activities
• Ensure order accuracy and conduct backlog reviews
• Provide proactive status updates to remove commercial blockers and improve customer experience
• Escalate to management when necessary
• Create and maintain Customer Service processes and work instructions
• Deliver presentations to internal stakeholders

Requirements

• A minimum of 2 years’ Customer Service experience, preferably in the high technology industry
• Knowledge of Oracle, CRM systems and data analysis tools
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to effectively communicate in the English language verbally and in writing
• Other languages would be advantageous
• Proficient in MS Office applications, such as Word, Excel, PowerPoint
• Previous experience of using the Oracle and Salesforce preferred
• Must be currently and legally authorized to reside and work in Ireland
• Immigration sponsorship is not available
• International relocation or remote work arrangements outside of Ireland will not be considered
• Strong attention to detail and diligent active follow-up
• Ability to communicate clearly and effectively with customers by telephone and in writing
• Proven track record of achieving team goals and SLAs

Core Competencies

Demonstrates expertise in Customer Service within the high technology industry, with a strong focus on managing customer expectations, resolving escalations, and coordinating cross-functional activities. Proficient in Oracle, Salesforce, and MS Office applications, with a proven ability to communicate effectively and deliver presentations to stakeholders.

Highest-signal resume keywords

• Customer Service Experience
• Oracle Proficiency
• Salesforce Experience
• Data Analysis Skills
• Attention to Detail

ATS Optimization Keywords

Hard Skills

• Customer Onboarding
• Quote Preparation
• Order Accuracy
• Data Analysis
• Compliance Documentation

Soft Skills

• Effective Communication
• Diligent Follow-Up
• Problem-Solving
• Time Management

Industry Keywords

• High Technology Industry
• Customer Experience
• Escalation Management
• SLA Achievement

Tools & Technologies

• Oracle
• Salesforce
• CRM Systems
• MS Office