Senior Customer Experience Specialist — AI Tools & Support

Hollybank Trustees Ltd; Dublin; On-site; EUR 16,000 - 23,000; Full time

Benefits offered by this job

On-site parking

Wellness programme

Employee discounts

Team events

Job summary

McSport is seeking a Senior Customer Service Executive to join our on-site Dublin-based team. You will handle high-volume queries across Zendesk and phone channels, delivering timely, empathetic support and resolving issues to maintain exceptional customer experience.

Responsibilities include collaborating with eCommerce, sales, warehousing, and logistics, and building trusted relationships with customers. Prior experience in sports/fitness retail is a plus, with a passion for service driving

Qualifications

• 2+ years’ experience in a fast-paced customer service environment.
• Zendesk (or similar CRM) experience including ticket management and macros.
• Exposure to maintenance queries, spare parts, or installation support is a strong advantage.
• Experience with ERP systems (Navision) is desirable but not required.

Responsibilities

• Manage a high volume of inbound queries across Zendesk, WhatsApp, and phone channels.
• Provide timely, empathetic support and accurate information to customers.
• Resolve complaints relating to products, deliveries, or general issues with a solutions-first mindset.
• Build strong, lasting relationships with customers — becoming a trusted advisor, not just a support contact.
• Collaborate cross-functionally with eCommerce, sales, warehouse, and logistics to resolve issues quickly.

Skills

Zendesk experience

Communication

Problem solving

Prioritisation

Team collaboration

Tools

Zendesk

Microsoft Navision (ERP)

Job description

McSport is seeking a Senior Customer Service Executive to join our on-site Dublin-based team. You will handle high-volume queries across Zendesk and phone channels, delivering timely, empathetic support and resolving issues to maintain exceptional customer experience.

Responsibilities include collaborating with eCommerce, sales, warehousing, and logistics, and building trusted relationships with customers. Prior experience in sports/fitness retail is a plus, with a passion for service driving