Customer Support Specialist - Cork

TELUS Digital; Cork; On-site; EUR 27,000 - 33,000; Full time

Benefits offered by this job

Performance bonus

Career progression

Referral rewards

Multicultural environment

Onsite gym

Free parking

CSR events

Private medical insurance

Bike-to-work

Parental leave

GP access

Job summary

TELUS Digital is hiring a Customer Support Specialist for our Cork office. You will handle chats, email, SMS and calls to resolve account, billing and product issues while explaining privacy concepts in plain language.

This permanent role offers a €29,900 gross annual salary plus a monthly performance bonus up to 10% and a shift premium for late hours. We provide great career progression and a multicultural, modern workplace in Cork.

Qualifications

• Fluent English (C1/C2) written and spoken.
• Experience in customer support or customer-facing roles is highly preferred.
• Strong attention to detail and organizational skills, especially with sensitive privacy data.
• Demonstrated communication and problem-solving skills.
• Call center experience is advantageous.
• Ability to learn new tools, systems, and workflows quickly.
• Interest in privacy, cybersecurity, and online safety is a bonus.

Responsibilities

• Troubleshoot account, billing, login, subscription and product issues.
• Handle inquiries across chat, email, SMS, and phone channels.
• Explain privacy and security concepts in simple language.
• Escalate complex cases to specialist teams as required.
• Document interactions with high-quality ticket notes.
• Follow internal SOPs and escalation processes accurately.
• Meet performance expectations for quality, responsiveness, and CSAT.
• Collaborate with cross-functional teams to improve processes and CX.
• Stay updated on product changes, workflows, and support processes.
• Handle sensitive customer information professionally and carefully.

Job description

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Customer Support Specialist | Cork office

Location - onsite in our Cork office, Mahon

Salary €29,900 gross per year + monthly performance bonus (up to 10%) and shift premium for hours between 10pm- 1am

Hours of work: shifts across 2:00 p.m. - 1:00 a.m. across Mon-Sun, subject to change

Are you passionate about technology and helping people solve problems? We're launching an exciting new team at our Cork office, and looking for Customer Support Specialists to join us.

You'll be supporting customers of one of the world's leading privacy-focused tech companies—working at the front line of creating a safer, more private internet. In this role you'll be assisting customers via chats, email, SMS and phone, troubleshoot technical issues, explain privacy and security concepts in simple language, and make a real difference for our client’s customers every single day.

What we offer:

Performance-based bonus

Excellent career progression pathways and opportunities to advance your career

Great rewards for referring your friends

Multicultural work environment

Modern office with relaxation and play areas.

Onsite gym

Free car parking

Corporate Social Responsibility events and community projects

Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package

Bike-to-work tax relief

Maternity and paternity leave

Access to GP care and occupational health advisor

This is a permanent role with real career growth potential .

The Role: What You'll Be Doing

Troubleshoot account, billing, login, subscription and product related issues

Handle customer inquiries across multiple channels: chat, email, SMS, and phone channels

Explain privacy and security concepts to customers in simple, clear language

Escalating complex cases to specialist teams as required

Document customer interactions thoroughly and maintain high quality ticket notes

Follow internal workflows, SOPs, and escalation processes accurately

Meet established performance expectations including quality, responsiveness, and customer satisfaction

Collaborate with cross-functional teams to improve processes and customer experience

Stay updated on product changes, workflows, and support processes

Handle sensitive customer information with professionalism and care

About YOU and YOUR skills:

C1/C2 level of English (written and spoken)

Experience working in a customer support/customer facing role is highly preferred

Strong attention to detail and organisational skills: accuracy matters, especially when handling sensitive privacy related data

High attention to detail and great organizational skills: Prior experience handling sensitive privacy related data is a distinct advantage

Demonstrated communication and problem solving skills

Prior experience in a call Centre environment is advantageous

Ability to learn new tools, systems, and workflows quickly

• Interest in privacy, cybersecurity, and online safety is a bonus

Why Join Us?

At TELUS Digital, we're a global leader in digital customer experience. We partner with some of the world's most recognised technology brands to deliver outstanding customer support — and our Cork office is at the heart of that.

If you're ready to launch your career with a company that invests in its people, values your contributions, and offers real growth opportunities, we want to hear from you.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.