Customer Service Executive

Hollybank Trustees Ltd; Dublin; On-site; EUR 16,000 - 23,000; Full time

Benefits offered by this job

On-site parking

Wellness programme

Employee discounts

Team events

Job summary

McSport is seeking a Senior Customer Service Executive to join our on-site Dublin-based team. You will handle high-volume queries across Zendesk and phone channels, delivering timely, empathetic support and resolving issues to maintain exceptional customer experience.

Responsibilities include collaborating with eCommerce, sales, warehousing, and logistics, and building trusted relationships with customers. Prior experience in sports/fitness retail is a plus, with a passion for service driving

Qualifications

• 2+ years’ experience in a fast-paced customer service environment.
• Zendesk (or similar CRM) experience including ticket management and macros.
• Exposure to maintenance queries, spare parts, or installation support is a strong advantage.
• Experience with ERP systems (Navision) is desirable but not required.

Responsibilities

• 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.
• Collaborate cross-functionally with eCommerce, sales, warehouse, and logistics to resolve issues quickly.

Skills

Zendesk experience

Communication

Problem solving

Prioritisation

Team collaboration

Tools

Zendesk

Microsoft Navision (ERP)

Job description

Location: On site / Dublin, Ireland
job type: Contract / Full-time
Sector and subsector: Sales | Customer Service
HourlyFixed salary:€ 14.50

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

• 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

• 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