Customer Service Advocate

About the Role

Join HID as a Customer Service Advocate to contribute to delivering outstanding customer experiences in a fast-paced environment. This role is crucial in managing complex customer inquiries, supporting sales efforts, and fostering strong customer relationships. You will engage proactively with internal teams and external clients to ensure seamless service delivery, maintaining HID's reputation as a global leader in secure identity solutions.

Responsibilities

• Serve as the escalation contact for advanced customer concerns and support sales operations.
• Manage customer expectations by ensuring prompt and effective resolution of issues.
• Support customer onboarding and enablement, guiding partners through ordering procedures, portal use, forms completion, and preparing for initial orders.
• Collaborate across functions including Product, Operations, and Finance to clear obstacles related to compliance documents, export regulations, and special shipping arrangements.
• Assist customers in preparing and verifying quotes, confirming product details, pricing, and delivery lead times.
• Monitor approvals, coordinate processes from quote to order, review order accuracy, analyze backlogs, and provide proactive updates to eliminate commercial hurdles and enhance customer satisfaction.
• Operate independently with minimal supervision while escalating critical issues to management as needed.
• Demonstrate achievement of team targets and adherence to Service Level Agreements (SLAs).
• Resolve customer problems collaboratively with various company departments when necessary.
• Communicate effectively and clearly with customers via phone and written correspondence.
• Exhibit careful attention to detail and consistently follow up diligently to resolve outstanding issues.
• Show willingness to exceed expectations in supporting both internal teams and external clients.
• Develop and maintain customer service processes and related work instructions.
• Utilize internal CRM systems and analyze data to support customer service functions.
• Deliver presentations to internal stakeholders as required.
• Manage multiple priorities efficiently within a fast-moving work environment.

Required Qualifications and Experience

• At least 2 years of experience in customer service, ideally within a high-technology industry.
• Familiarity with Oracle, CRM platforms, and data analysis tools.
• Ability to thrive in a dynamic setting managing diverse priorities.
• Strong verbal and written English communication skills; proficiency in additional languages is beneficial.
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Previous exposure to Oracle and Salesforce platforms is preferred.

What We Offer

• Competitive remuneration and reward package.
• Comprehensive benefits and generous annual leave to support work-life balance.
• Inclusive and vibrant company culture.
• Outstanding career growth opportunities with resources to enhance your professional development.
• Opportunity to work in a global company at the forefront of secure identity technology.

Additional Information

• Applicants must currently have legal authorization to reside and work in Ireland; no immigration sponsorship is provided.
• Remote work or international relocation outside Ireland will not be considered.
• HID fosters a diverse and inclusive workforce and evaluates candidates without discrimination.
• AI-assisted technology may be used during recruitment for initial screening but does not replace human decision-making.
• Unsolicited resumes from recruitment agencies will not be accepted.

Company Overview

HID is a global high-tech software company with over 4,500 employees worldwide, specializing in trusted identity solutions that enable secure transactions and productivity. HID is part of the ASSA ABLOY Group, employing 63,000 individuals across 70 countries, committed to fostering employee growth and inclusivity.