Customer Service Advocate

About the Role

Join our dynamic team as a Customer Service Advocate based in Galway, Ireland, where you will contribute to providing exceptional customer experiences in a fast-moving environment, promoting leadership and continual improvement.

Company Background

We are HID, a global high-tech corporation headquartered in Austin, TX, employing over 4,500 people worldwide. HID powers trusted identities that enable secure transactions, productive work, and free travel. The Secure Issuance segment offers leading-edge card printers, laser engravers, encoders, and software, trusted by multiple industries for over 25 years to deliver secure identity credentials and financial cards.

Key Responsibilities

• Serve as the escalation point for complex customer inquiries and support sales efforts.
• Manage and align customer expectations ensuring swift resolution of escalated issues.
• Assist customers during onboarding and enablement, guiding them through ordering processes, portals, required forms, and preparedness for first orders.
• Collaborate cross-functionally with Product, Operations, and Finance teams to resolve compliance, export queries, and specific shipping requirements.
• Prepare and verify customer quotes, confirming product specifications, pricing, and delivery timelines.
• Coordinate approvals and oversee order accuracy, backlog management, and proactive communications to remove commercial obstacles and enhance the customer journey.
• Demonstrate self-driven leadership with the ability to escalate to management when needed.
• Maintain a history of meeting team goals and service level agreements (SLAs).
• Work collaboratively across departments to resolve customer issues.
• Communicate clearly and professionally with customers via telephone and in writing.
• Exhibit meticulous attention to detail and persistent follow-up to resolve issues.
• Demonstrate willingness to exceed expectations for internal and external customer support.
• Develop and maintain customer service procedures and documentation.
• Leverage internal CRM systems and data analysis tools effectively.
• Utilize presentation skills for internal and stakeholder communications.
• Operate efficiently in a high-paced environment managing multiple priorities.

Qualifications and Experience

• At least 2 years of customer service experience, ideally within the high-technology sector.
• Familiarity with Oracle and CRM platforms along with data analysis tools.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with Microsoft Office suite, including Word, Excel, and PowerPoint.
• Prior use of Oracle and Salesforce systems is advantageous.
• Capacity to thrive under pressure, handling multiple simultaneous tasks effectively.

Benefits and Culture

• Competitive remuneration and benefits package.
• Generous annual leave that supports work-life balance.
• An inclusive, vibrant workplace culture.
• Opportunities for professional growth and career advancement.
• Engagement in a global organization pioneering security technologies for physical and digital interaction.

Additional Information

• We value empowerment, innovation, and integrity, encouraging employees to bring unique talents and ideas to a supportive global team.
• No recruitment agencies or unsolicited resumes accepted.
• Our hiring practices are committed to diversity, equity, and inclusion, welcoming applications without discrimination of any legally protected characteristic.
• Reasonable accommodations are available for applicants with disabilities.
• Applicants must be authorized to work in Ireland; HID does not offer visa sponsorship or relocation assistance.
• Occasionally, AI technology assists in assessing applications, but all final hiring decisions involve human review.