Customer Service Executive

McSport; Dublin; On-site; EUR 32,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

On-site parking

Wellness programme

Employee discounts

Company events & team socials

Supportive company culture

Job summary

McSport, Ballymount, Dublin 12, is hiring a Senior Customer Service Executive to support the team during peak season and beyond. The role focuses on resolving complex queries, delivering excellent service, and collaborating across eCommerce, sales, warehouse, and logistics to ensure timely deliveries.

You will engage with customers, partners, and internal teams, using Zendesk and other tools to enhance the customer experience while embracing innovation and automation initiatives.

Qualifications

• 2+ years in a fast-paced customer service environment with high-volume ticket resolution.
• Fluent English, excellent written and spoken communication.
• Experience with Zendesk or similar CRM including ticket management, macros and knowledge base.
• Exposure to maintenance queries, spare parts, or installation support is a strong advantage.

Responsibilities

• Manage a high volume of inbound queries across Zendesk, WhatsApp, and phone channels.
• Provide timely, empathetic support and accurate information to customers.
• Resolve product, delivery, or general issues with a solutions-first mindset.
• Build strong, lasting relationships with customers and become a trusted advisor.

Skills

Communication

Troubleshooting

Multitasking

Team collaboration

Tools

Zendesk

Microsoft Navision

Job description

Senior Customer Service Executive

Location: Ballymount, Dublin 12

Contract: Full-time, Permanent

We are recruiting for an additional Customer Service representative to support our Customer Service team through our peak season from September to January.

In this fast-paced, high-impact environment, you'll thrive on variety and challenge, balancing day-to-day customer support with forward-thinking innovation. From resolving complex queries to supporting the roll-out of AI tools and automation, you'll play a key role in shaping the future of customer experience at Ireland's leading sports and fitness brand.

If you're organised, proactive, and ready to work across people, processes, and technology - we'd love to hear from you.

About Us

McSport is Ireland's largest and most successful independent supplier of sports and fitness equipment. As a 100% Irish-owned, second-generation family business, established in 1980, we've built our reputation on expertise, service, and trust.

With over 70 passionate team members across the company, we're committed to helping people live healthier, stronger lives - whether they're training at home, in schools, clubs, or commercial gyms.

What You'll Be Doing

Customer Support & Engagement

• Manage a high volume of inbound queries across Zendesk, WhatsApp, and phone channels.
• Provide timely, empathetic support and accurate information to customers.
• Resolve complaints relating to products, deliveries, or general issues with a solutions-first mindset.
• Build strong, lasting relationships with customers - becoming a trusted advisor, not just a support contact.

Collaboration & Problem Solving

• Work cross-functionally with colleagues in eCommerce, sales, warehouse, and logistics to resolve issues quickly and effectively.
• Liaise daily with multiple courier partners (JMC, DPD, etc.) to ensure timely deliveries and accurate tracking.
• Escalate issues where appropriate and follow through to ensure full resolution.

Who You Are

You'll be a great fit if you have:

• 2+ years' experience in a fast-paced customer service environment, ideally with high-volume ticket resolution.
• Hands-on experience with Zendesk (or similar CRM) - including ticket management, macros, knowledge base, and admin panel familiarity.
• Exposure to maintenance queries, spare parts, or installation support is a strong advantage.
• Experience with Microsoft Navision (ERP) is desirable but not required.
• An interest in sport and fitness is a bonus - but a passion for customer care is essential.

Skills You Bring

• Excellent written and verbal communication skills (Fluent English essential).
• Strong troubleshooting, prioritisation, and problem-solving abilities.
• Calm under pressure, with the ability to juggle multiple tasks at once.
• A natural collaborator who thrives in a team but can also work independently.
• Comfortable with technology, systems, and learning new tools.
• A sense of ownership, accountability, and pride in delivering outstanding service.
• Proactive mindset with a desire to innovate, improve and evolve.

Why Join McSport?

We're not just hiring for a job - we're investing in people who want to grow. At McSport, you'll be given the autonomy, tools, and trust to do your best work. You'll be joining a team that values improvement, encourages innovation, and genuinely cares about each other and our customers.

You won't be expected to know everything on day one - we'll provide the tools, training, and support to help you grow into the role and stay up to speed with emerging technologies.

What We Offer

• Competitive salary
• Company events and team socials
• Employee discounts across all products
• Wellness programme
• On-site parking
• Supportive, inclusive company culture
• The chance to work with passionate people in a fast-growing, future-focused business