Customer Service Representative (Part Time)

Tata Consultancy Services Limited; Letterkenny; Hybrid; EUR 27,000 - 36,000; Part time

Job summary

Tata Consultancy Services Limited is seeking a part-time Customer Service Representative in Letterkenny, hybrid (3 days onsite) for an 11-month fixed-term contract. You will handle inbound calls, webchat, and emails related to investment, insurance, and retirement enquiries, and perform administrative tasks and back-office operations.

The role focuses on delivering high-quality customer service for the Irish Life & Pension market with strict adherence to regulations and daily productivity

Qualifications

• Minimum of 12 months experience in a customer service environment specializing in the investment, financial services
• A professional manner with excellent communication skills both verbal and written
• Attention to detail is a must
• Verbal and written fluency in English is essential for the Irish Life & Pension market
• Proficiency with Microsoft Office Suite

Responsibilities

• Handle inbound calls from customers and perform administrative tasks
• Manage outbound follow-up calls when first call resolution isn’t possible
• Handle webchat and email requests and document interactions
• Assist with account-related requests and research/resolution of issues
• Carry out routine financial transactions and back-office coordination
• Follow up on documentation queries and new business set ups
• Meet daily productivity standards and adhere to service level timelines
• Comply with company policies and applicable regulations including the Central Bank of Ireland

Skills

Customer service

Communication

Attention to detail

English fluency

MS Office

Teamwork

Tools

CRM software

Job description

Customer Service Representative (Part Time) (Copy of 230226)

Job Type: Fixed Term Contract 11 months
Location: Letterkenny, Co. Donegal; Hybrid 3 days onsite

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world‑class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

Careers at TCS: It means more

TCS is a purpose‑led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Be part of an exciting team where you will be challenged every day.
• Work closely with other teams within the business to bring the customer vision to life.
• Work with customers to identify opportunities to support their strategy and improve their processes.

The Role

TCS are looking for confident and engaging Customer Service Representatives to join us. The role of the Customer Service Representative is to answer inbound calls from customers as well as performing operations of an administrative and organisational nature. Call types can vary in requests and can be regarding investment, insurance & retirement enquiries. The Customer Service Representative is also responsible for making follow‑up outbound calls where first call resolution is not possible and managing webchat and email requirements. Other Responsibilities will include administration tasks, financial transactions, supportive tasks, and other diverse back‑office operations in coordination with other parts of the company.

This is an exciting opportunity to learn new skills and further your experience in an investment, insurance, and retirement environment.

Your responsibilities: The primary role of the Customer Service Representative is to handle various types of enquiries and requests related to personal data & information maintained and recorded on a variety of business applications & programs.

• To be knowledgeable about client’s products and services as well as the industry rules and regulations that govern these products and services.
• Handle requests/problems for customers; investigate the situation, determine appropriate course of action, and follow through with the customer on resolution.
• Assist customers with account‑related requests; research and resolve account service enquiries/issues; responds to client enquiries promptly, effectively, and professionally.
• Handle client policy servicing and financial transaction requests. Completion of new business set ups, maintaining new business logs and reports and following up on cases where required.
• Monitoring all policies where documentation is outstanding, issuing reminder letters and sending for cancellation, if required documentation is not received within agreed timelines
• Following up on documentation queries, new business set up queries, app queries and for ad hoc queries as required.
• Strive for first call resolution and take true ownership of customer needs and issues.
• Strive to exemplify the core value of providing world class customer service in every customer interaction.
• Supporting the callback function during periods of high call volume.
• Use computerized system for tracking, information gathering, providing information, referrals, and routine transactions and/or troubleshooting.
• Thoroughly document calls and corresponding details.
• Meet or exceed daily productivity standards in line with set quality standards and meet all service level timelines.
• Use feedback to identify opportunities for continual performance improvement.
• Display flexibility for other issues/tasks as they arise.
• Comply with all Company Policy and procedures and all applicable laws and regulations including but not limited to the Central Bank of Ireland.

Your Profile

Essential skills/knowledge/experience:

• Minimum of 12 months experience in a customer service environment specializing in the investment, financial services – If you enjoy building relationships and communicating and interacting with people, you’ll fit right in with the world‑class customer service team around you.
• A professional manner with excellent communication skills both verbal and written.
• Attention to detail is a must.
• Excellent interpersonal and customer service skills.
• Verbal and written fluency in English is a must have as this role will be dealing exclusively with our Irish insurance Life & Pension market.
• Good aptitude for technical learning, as there are quite a few systems you will need to learn and be proficient within.
• An ability to prioritise your own workload, work to strict deadlines and effectively manage time.
• The capacity to work well in a high‑pressure work environment.
• Ability to work as part of a team and independently.
• A demonstrated ability to work independently and collaboratively within a dynamic environment.
• Discretion in handling confidential and sensitive information is essential.
• Proficiency with Microsoft Office Suite.

Desirable skills/knowledge/experience: Good to have:

• APA or QFA designation with LIA or Institute of Bankers
• Consumer Protection Code Reporting Experience.

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network. We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998‑2011 (as amended) and the Equal Status Acts 2000‑2012 (as amended). We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role. As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role. Please email us [e-mail] if you would like to opt in. If you are an applicant who needs any adjustments to the application process or interview, please contact us [e-mail] the subject line: “Adjustment Request” or email [e-mail] to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Beware of Fraudulent offers

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third‑party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to [e-mail] to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.