Customer Service Agent

BOYLE Sports; Dundalk; On-site; EUR 26,000 - 34,000; Full time

Job summary

BOYLE Sports is seeking a Customer Service Agent at Dundalk HQ to be the first point of contact for customers via phone, chat and email. You will help resolve queries, support new product launches and strive for high first‑time resolution while maintaining SLAs.

Applicants should have excellent verbal English, be a team player and enjoy a dynamic, sports‑driven environment. Evening, weekend and bank holiday work is required, and BOYLE Sports is an equal opportunities employer.

Qualifications

• Excellent level of verbal English.
• Interest in Sports, eGaming or betting would be advantageous.
• A proven team player.
• Customer Service experience is essential.

Responsibilities

• Act as a 1st level point of contact for customers and other customer support specialists.
• Liaise with the various business channels in the resolution of customer queries.
• Identify and raise support requests in the event of customer technical issues.
• Monitor queues in the absence of a supervisor and manage resources to best achieve SLA.
• Track and record customer issues in line with reporting requirements.
• Handle customer escalations and complaints over call, chat and email.
• Follow all BOYLE Sports policies and procedures in relation to customer issue resolution.
• Achieve team targets in relation to contact quality and volume.
• Build & develop customer relationships.
• Support the implementation of new products, processes, and policies.
• Achieve a high level of first-time resolution for all customer contacts.
• Ensure that more complex customer issues are followed up on and resolved in a timely manner.

Skills

Verbal English

Team player

Customer service

Flexible

Job description

Role Type: Full-Time Contract (40hours Weekly)

Location: Dundalk HQ

Purpose:

Customer Service Agents are the first point of contact for BOYLE Sports customers, and they are responsible for answering any customer enquiries through phone, chat & email. Customer Service Agents play a key role in retaining and acquiring new customers for the business.

Job Responsibilities:

• Act as a 1st level point of contact for customers and other customer support specialists Liaise with the various business channels in the resolution of customer queries Identify and raise support requests in the event of customer technical issues
• Monitor queues in the absence of a supervisor and manage resources to best achieve SLA Track and record customer issues in line with reporting requirements
• Handle customer escalations and complaints over call, chat and email
• Follow all BOYLE Sports policies and procedures in relation to customer issue resolution
• Achieve team targets in relation to contact quality and volume
• Build & develop customer relationships Support the implementation of new products, processes, and policies
• Achieve a high level of first-time resolution for all customer contacts
• Ensure that more complex customer issues are followed up on and resolved in a timely manner

Role Requirements:

• Excellent level of verbal English Flexible approach to working in a dynamic and constantly busy environment
• Interest in Sports, eGaming or betting would be advantageous
• A proven team player
• Customer Service experience is essential

NOTE: The role will require evening, weekend and bank holiday work. BOYLE Sports are an equal opportunities employer, and we welcome applications from all suitably qualified persons.

Company:

BOYLE Sports is an international sports betting and gaming company, with an extensive online business and retail portfolio. Founded by John Boyle in 1982, the Irish family-owned firm has grown to become Ireland’s largest and most successful independently-owned bookmaker and has over 390 shops across Ireland and the UK. Its Head Office is located on the outskirts of Dundalk in the Republic of Ireland and the company currently employs over 2,700 employees across Ireland, the UK and Gibraltar. BOYLE Sports offers a world class betting and gaming experience with a Customer First approach, committed to bringing customers closer to the action. Its mission is boosted by a rich sponsorship portfolio – the company is a proud principal sponsor of West Ham United Football Club and it stays at the heart of the action all year round by backing some of sport’s most prestigious events, including the Irish Grand National, the Irish Greyhound Derby and the World Grand Prix of Darts.