Customer Service Representative (260526)

Permanent

IT

Letterkenny, County Donegal, Ireland

Job Details

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Job Type: Permanent
Location: Letterkenny, Co. Donegal; Onsite 
Hours of Work:  8 hour rotation between 08:00 AM and 6:00 PM.   

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal. 

Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
  • Delivering Real Service Impact – Your work ensures efficient support across phone, email, and digital channels making certain that customers receive the help they need quickly, contributing directly to smooth operations and a positive overall service experience.
  • Developing Strong Professional Skills – Working across call-centre, service-centre and administrative functions will help you build valuable communication, problem‑solving, and organisational abilities that are essential in any modern service environment.
  • Being a part of a Collaborative Team – Join a collaborative team of over 100 professional team members, where knowledge-sharing and mentorship helps you learn, thrive and succeed every day.
The Role
TCS are looking for confident and engaging Customer Service Representatives to join us in permanent full-time roles. The role of the Customer Service Representative is to answer inbound calls from customers as well as performing operations of an administrative and organisational nature as well as assisting in claims assessment and CPC related activities. Call types can vary in requests and can be regarding investment, insurance & retirement enquiries. The Customer Service Representative is also responsible for making follow-up outbound calls where first call resolution is not possible and managing webchat and email requirements. Other Responsibilities will include administration tasks, financial transactions, supportive tasks, and other diverse back-office operations in coordination with other parts of the company.
This is an exciting opportunity to learn new skills and further your experience in an investment, insurance, and retirement environment.
In this role, you will be a part of a strong collaborative team of professionals, working together to deliver exceptional support. This position includes rotational shifts scheduled on an 8-hour rotation between 08:00 AM and 18:00 PM Monday- Friday.

Your responsibilities:
  • The primary role of the Customer Service Representative is to handle various types of enquiries and requests related to personal data & information maintained and recorded on a variety of business applications & programs.
  • To be knowledgeable about client’s products and services as well as the industry rules and regulations that govern these products and services.
  • Handle requests/problems for customers; investigate the situation, determine appropriate course of action, and follow through with the customer on resolution.
  • Assist customers with account-related requests; research and resolve account service enquiries/issues; responds to client enquiries promptly, effectively, and professionally.
  • Handle client policy servicing and financial transaction requests. Completion of new business set ups, maintaining new business logs and reports and following up on cases where required.
  • Monitoring all policies where documentation is outstanding, issuing reminder letters and sending for cancellation, if required documentation is not received within agreed timelines
  • Following up on documentation queries, new business set up queries, app queries and for ad hoc queries as required.
  • Strive for first call resolution and take true ownership of customer needs and issues.
  • Strive to exemplify the core value of providing world class customer service in every customer interaction.
  • Supporting the callback function during periods of high call volume.
  • Use computerized system for tracking, information gathering, providing information, referrals, and routine transactions and/or troubleshooting.
  • Thoroughly document calls and corresponding details.
  • Meet or exceed daily productivity standards in line with set quality standards and meet all service level timelines.
  • Use feedback to identify opportunities for continual performance improvement.
  • Display flexibility for other issues/tasks as they arise.
  • Comply with all Company Policy and procedures and all applicable laws and regulations including but not limited to the Central Bank of Ireland.

Your Profile
Essential skills:
  • Education (Qualifications): Ideally qualified to Leaving Certificate Ordinary Level or equivalent. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential;
  • Knowledge & Experience: Ideally would have previous experience within a customer-facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks;
  • Strong Communication Skills: A confident, professional telephone manner and ability to effectively execute on the above duties; displaying clear and concise communication skills;
  • Analytical Skills: Possess a good understanding of MS Excel and Word and an appetite to learn and effectively navigate multiple computer systems and other technologies. An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities;
  • Interpersonal Skills: Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty; and
  • People Skills: A proven track record of being a strong team player with a positive experience within a customer-facing environment in the Financial Service sector.
  • Flexible and Willing to Learn: Must be flexible, as this role will require supporting different areas of our business upon request depending on business needs and a willingness to undergo professional and relevant job specific qualifications and compliance with the annual mandatory compliance training regime.

Desirable skills/knowledge/experience:
  • Understanding of Life & Pensions Products - Awareness of common policy types (life cover,  pensions, protection products) and basic terminology.
  • Financial Services Awareness - Interest in or exposure to the broader financial services sector, including compliance and regulatory environments.
  • Good Numerical Ability - Comfort working with figures, premiums, dates, and policy values.
  • Proficiency with CRM or Administration Systems - Experience using customer databases, case‑management systems, or financial services platforms.
  • Conflict Resolution Skills - Ability to remain calm and professional when dealing with frustrated or vulnerable customers.
  • Data Protection Awareness - Understanding the importance of confidentiality and GDPR principles.
Good to have: 
  • APA or QFA designation with LIA or Institute of Bankers
  • Consumer Protection Code Experience.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing 
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended). 
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role. 
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email Jennifer.long@tcs.com  to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process. 

Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.
Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.