Hybrid Digital Customer Support Specialist (Evening)

PGIM Ireland; Letterkenny; Hybrid; EUR 38,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

Annual Leave 23 days

Pension Scheme

Annual Bonus Programme & Shop LK VOUCH

Life Assurance

Education Assistance

Job summary

PGIM Ireland is seeking a Digital Solutions Specialist (Customer Support) in Letterkenny to deliver exceptional service across voice, chat, email and text. The role is hybrid with one on-site day per week and includes a 12-week classroom and on-the-job training with a 19 October start.

Responsibilities cover first-contact resolution, guiding customers to self-service tools, and using data to drive continuous improvement. Expect performance metrics and structured onboarding.

Qualifications

• Digital Fluency with CRM and AI tools to support digital adoption.
• Data-driven mindset to interpret insights for service improvements.
• Ability to quickly learn new tools and workflows.
• Strong verbal and written communication with empathy.
• Analytical problem solving to resolve issues.
• Always seeking ways to optimize tools and processes.
• Focused on measurable impact and containment of issues.
• Familiarity with multiple product/services knowledge.

Responsibilities

• Resolve customer inquiries across calls, chat, and digital channels.
• Educate customers on self-service tools and digital solutions.
• Identify friction points and provide feedback to leadership.
• Use data insights to drive service improvements with BI tools.
• Support process improvement initiatives with team leads and UX.
• Meet operational metrics and SLAs; participate in outreach campaigns.
• Assist with outbound education calls for high-volume customers.

Skills

Digital Fluency

Data Literacy

Adaptability

Communication Excellence

Problem-Solving Mindset

Continuous Improvement

Outcome-Oriented Thinking

Product Knowledge

Tools

CRM Systems

AI Tools

Digital Platforms

Job description

PGIM Ireland is seeking a Digital Solutions Specialist (Customer Support) in Letterkenny to deliver exceptional service across voice, chat, email and text. The role is hybrid with one on-site day per week and includes a 12-week classroom and on-the-job training with a 19 October start.

Responsibilities cover first-contact resolution, guiding customers to self-service tools, and using data to drive continuous improvement. Expect performance metrics and structured onboarding.