Hybrid Digital Solutions Specialist - Customer Support

PGIM; Letterkenny; Hybrid; EUR 28,000 - 36,000; 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 in Letterkenny is hiring a Digital Solutions Specialist (Customer Support) to support customers across voice, chat, email and text. This role operates US hours (3pm–11pm local) and is hybrid with on-site presence one day a week.

A 12-week classroom and on-the-job training will be provided, with a start date of 28 September 2026. You will resolve inquiries, educate customers on self-service tools, use data insights for improvements, and work with UX teams to enhance the journey.

Qualifications

• Typically requires previous customer service experience, preferably in a digital or omni-channel environment.
• Advanced understanding of support discipline and operational processes.
• Experience with digital service tools and platforms preferred.

Responsibilities

• Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment.
• Educate and guide customers on self-service tools and digital solutions, promoting digital adoption and reducing reliance on phone support.
• Identify and elevate friction points in the customer journey and provide actionable feedback to leadership.
• Use data insights to recommend and implement service improvements, leveraging AI and business intelligence tools.
• Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers.
• Meet operational metrics and service level goals, proactively identifying opportunities for improvement.
• Participate in scheduled outbound calls for customer education and follow-up, supporting high-volume customers and digital engagement campaigns.
• May provide basic peer-to-peer training when onboarding new employees.

Skills

Digital Fluency

Data Literacy

Adaptability

Communication Excellence

Problem-Solving Mindset

Continuous Improvement

Outcome‑Oriented Thinking

Product Knowledge

Tools

CRM systems

AI tools

Job description

PGIM Ireland in Letterkenny is hiring a Digital Solutions Specialist (Customer Support) to support customers across voice, chat, email and text. This role operates US hours (3pm–11pm local) and is hybrid with on-site presence one day a week.

A 12-week classroom and on-the-job training will be provided, with a start date of 28 September 2026. You will resolve inquiries, educate customers on self-service tools, use data insights for improvements, and work with UX teams to enhance the journey.