Customer Service Representative

About the Role

Join Tata Consultancy Services (TCS) in Letterkenny, County Donegal as a Customer Service Representative on a permanent full-time basis, working onsite. You will be part of a well-established, global technology leader employing over 850 staff locally, providing excellent career growth without relocating outside the Northwest. TCS is recognized for fostering a culture of innovation, continuous learning, and respect. The role includes shift rotations over an 8-hour period between 8 AM and 6 PM, Monday to Friday.

Key Responsibilities

• Provide timely and effective assistance through phone, email, and digital channels to Life and Pension customers, ensuring high-quality service delivery.
• Engage in clear communication with all customers, including those vulnerable or lodging complaints, addressing their needs accurately and professionally.
• Build and maintain positive relationships with internal teams and external business partners to enhance collaboration and operational efficiency.
• Meet quality standards and service level agreements (SLAs), including making risk-aware decisions to deliver positive customer outcomes.
• Identify and implement improvements to streamline processes, minimize errors, reduce unnecessary workload, and increase first contact resolution rates.
• Continuously develop personal skills and service knowledge to proficiently handle multiple communication channels and varied customer demands.
• Demonstrate conduct risk awareness by identifying and escalating emerging risks appropriately.
• Adhere strictly to client corporate policies, including data protection, information security, anti-financial crime, and compliance regulations.
• Manage individual workload efficiently to meet personal, team, and departmental targets and KPIs, ensuring excellent service metrics are achieved.

Candidate Profile

• Essential Qualifications: Ideally hold Leaving Certificate Ordinary Level or equivalent; customer service or financial services relevant qualifications are beneficial but not mandatory.
• Experience: Prior customer-facing experience is preferred, with proven ability to handle a wide range of product and system queries efficiently and accurately.
• Communication Skills: Confident and professional telephone manner with excellent verbal and written communication capabilities.
• Technical Ability: Good knowledge of MS Excel and Word; capacity to quickly learn and navigate multiple computer systems and technologies.
• Interpersonal Traits: Service-oriented, proactive, detail-focused, capable of working effectively under pressure and meeting deadlines, maintaining discretion with confidential information.
• Teamwork: Demonstrated ability to collaborate well within a team environment and deliver strong customer service outcomes in a financial services context.
• Flexibility: Willingness to support various business functions as required and commit to professional development and compliance training.

Desirable Skills

• Basic awareness of Life & Pensions products, including common policy types and terminology.
• Knowledge of financial services sector, including compliance and regulatory frameworks.
• Numerical competency comfortable working with figures related to premiums, dates, and policy values.
• Experience using CRM or other customer administration systems.
• Ability to handle complex customer interactions calmly, including conflict resolution skills.
• Understanding of data protection standards, including GDPR principles.

Rewards & Benefits

• Competitive salary packages including pension scheme, health care, life assurance, and laptop provision.
• Access to extensive training resources and discounts across the wider Tata network.
• Participation in health and wellness initiatives and sports events, such as sponsoring the London Marathon.
• Emphasis on diversity, inclusion, and wellbeing with adjustments provided for applicants with disabilities or other needs.

Additional Information

TCS is committed to a fair recruitment process and does not require any payment or deposits from candidates. Beware of fraudulent job offers and unauthorized third-party solicitations. Candidates needing application or interview accommodations can request adjustments via email. Due to high application volume, individual feedback may not be possible; absence of response within 30 days implies an unsuccessful application.