Customer Support Specialist | Cork office (m/f/d)

emplify GmbH; Fermoy; On-site; EUR 25,000 - 34,000; Full time

Benefits offered by this job

Performance bonus

Medical insurance

Onsite gym

Free parking

Career progression

Modern office

CSR events

Bike-to-work

Parental leave

Job summary

TELUS Digital in Cork is seeking a Customer Support Specialist to join a new team. You will assist customers via chats, email, SMS and phone, troubleshoot issues, and explain privacy concepts in clear terms.

Based in our cork office, you will handle sensitive data with care, escalate complex cases, and collaborate with cross-functional teams to enhance processes and the customer experience. A permanent role with growth opportunities awaits.

Qualifications

• C1/C2 level of English (written and spoken).
• Experience in a customer support or customer-facing role is highly preferred.
• Strong attention to detail and organisational skills.
• Excellent communication and problem-solving abilities.
• Prior call centre experience is advantageous.
• Ability to learn new tools, systems and workflows quickly.

Responsibilities

• Troubleshoot account, billing, login, subscription and product issues.
• Handle customer 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 and maintain high-quality ticket notes.
• Follow internal workflows, SOPs and escalation processes.
• Meet performance expectations for quality, responsiveness and CSAT.
• Collaborate with cross-functional teams to improve processes and customer experience.
• Stay updated on product changes and support processes.
• Handle sensitive customer information with professionalism and care.

Job description

Customer Support Specialist | Cork office (m/f/d)

place Fermoy calendar_today 19.08.2026 business TELUS Digital

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 forefront of creating a safer, more private internet. In this role you’ll be assisting customers via chats, email, SMS and phone, trouble‑shoot 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
• Ability to learn new tools, systems, and workflows quickly

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

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 organisational 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

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.

You are not fully sure your profile matches all the requirements? We value diverse backgrounds, perspectives, and experiences as they drive innovation and creativity, so don’t hesitate to apply anyway ! We wouldn’t like to miss the opportunity of meeting a great candidate.