Customer Support Specialist | Privacy Tech (Cork Office)

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

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.