Customer Support Specialist

About the Company

TELUS Digital prioritizes human connection by designing, building, and delivering advanced customer experiences enhanced by next-generation digital solutions. With a team exceeding 70,000 members operating in over 32 countries and 50+ languages globally, TELUS Digital drives customer experience innovation through digital tools, teamwork, agility, and a caring culture focused on customers. Their services include customer experience, digital transformation, IT lifecycle, advisory, consulting, risk management, and back-office support, partnering with disruptive brands across tech, financial services, fintech, gaming, travel, hospitality, and healthcare sectors.

Role Overview

We are seeking Customer Support Specialists to join our Cork, Ireland Mahon office, working onsite. This role involves assisting customers via chat, email, SMS, and phone, handling inquiries related to accounts, products, billing, and technical issues. Working shifts between 2:00 p.m. and 1:00 a.m., Monday through Sunday, you will contribute to ensuring safer, more private online experiences through empathetic, professional, and precise support.

Compensation and Working Hours

• Annual salary of €29,900 gross
• Monthly performance bonus up to 10%
• Additional shift premium for work between 10:00 p.m. and 1:00 a.m.
• Shift hours from 2:00 p.m. to 1:00 a.m., Sunday through Monday, subject to change
• Start date: September 2026

Benefits and Perks

• Permanent employment contract
• Opportunities for monthly performance bonuses
• Shift premium for late evening work
• Clear career development and internal growth paths
• Employee referral rewards program
• Multicultural and inclusive workplace
• Modern office facilities with relaxation and recreation zones
• Onsite gym and free parking
• Corporate social responsibility activities and community involvement
• Private medical insurance through VHI after six months
• Bike-to-work tax relief scheme
• Pension plan
• Maternity and paternity leave support
• Access to GP care and occupational health services
• Subsidised onsite canteen

Primary Responsibilities

• Assist customers professionally and empathetically over chat, email, SMS, and phone
• Resolve queries related to accounts, billing, login, subscriptions, and products
• Communicate privacy and security concepts clearly and accessibly
• Ensure thorough documentation of customer interactions and maintain quality case notes
• Escalate complex or sensitive issues to specialized teams as needed
• Follow internal workflows, SOPs, and escalation protocols accurately
• Achieve standards related to quality, responsiveness, productivity, and customer satisfaction
• Work collaboratively with internal departments to enhance processes and customer experience
• Keep up to date with product updates, protocols, and operational procedures
• Handle sensitive information with discretion and professionalism

Candidate Requirements

• Proficient English skills (C1/C2 level) in writing and speaking
• Preferably previous experience in customer support or customer-facing roles
• Strong communication and problem-solving abilities
• Meticulous attention to detail and strong organizational skills
• Capability to explain complex subjects in simple, easy-to-understand terms
• Comfort in a fast-paced, high-volume support environment
• Aptitude to quickly learn new systems and processes
• Interest in privacy, cybersecurity, technology, and online safety
• Positive customer-oriented mindset
• Willingness to work flexible shifts within operational hours

Company Values and Culture

• Embrace change and create opportunities
• Commitment to continuous growth
• Spirit of teamwork
• Boldness to innovate

Diversity and Inclusion

TELUS Digital is dedicated to fostering a diverse and equitable workplace, providing equal employment opportunities based on ability.