Customer Advocate FTC

An Amazing Career Opportunity for a  Customer Advocate- Fixed Term Contract (6 Months)!!

Location: Galway, Ireland

Job ID: 45083

HID Global is seeking a new team member to join our growing Customer Service team.

If you like to work within a fast-paced environment, ensuring that customers get the support they need, through all phases of their ordering experience, this is the role for you. You will be responsible for building and maintaining relationships with all the customers in your assigned region. 

You will collaborate with and support Regional Sales Managers, Inside Sales teams and the Order Management team within the region to provide an exceptional customer experience.

If this sounds like you keep on reading !

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Physical Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. 

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.  

Are you ready to make a difference? Join us and help shape the future of security. 

As our Customer Advocate, you’ll support HID’s success by: 

• Build and maintain an excellent relationship with customers both internal and external.
• Ensure customer information is accurate in the CRM Salesforce.com.
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts.
• Build your knowledge of HID products; attend training as required.
• Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate.
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate.
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns.
• Ability to learn complex systems & processes.
• Log all communication with customers on the CRM SF.com.
• Be proactive – call the customers to inform them of any changes relating to their orders as advised  by Production Control and/or CS Order Fulfilment Team Leader.

Your Experience and Background include:

• Must have a passion to make customer satisfaction their highest priority.
• Must be a self-starter who can work with limited supervision but who will escalate to management when necessary.
• Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs.
• Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed.
• Must have the ability to clearly and effectively communicate with customers by telephone and in written communication.
• Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers.

Education and/or Experience:

• Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential.
• Some experience in a technological environment would be an advantage. Must have a H.S. diploma.
• A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry.
• Preferred knowledge: Oracle, Sales Force, Agile.
• Ability to type 55 words per minute.
• Fluency in European languages is advantageous.
• Ability to effectively communicate in the English language verbally and in writing.
• Proficient in MS Office applications, such as Word, Excel, PowerPoint.
• Familiar with operating systems, such as Windows.
• Previous experience of using the Oracle system would be a distinct advantage.
• Knowledge of using a CRM system would be beneficial.

Work Requirements

• Must be legally eligible to work in Ireland / EU/US/APAC.
• May be required to attend trade shows, as directed by Customer Services Management.
• Travel may be required outside of Ireland, so the applicant must have, or be able to obtain, a valid passport with no restrictions.
• Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.