Customer Advocate

An Amazing Career Opportunity for a Customer Advocate - French Speaking!! 

Location: Galway, Ireland

We are continuously seeking talented Customer Advocates with additional European language(s) to join our growing team. While we may not have an immediate opening, we encourage you to apply if you're passionate about providing an exceptional customer experience. If your profile looks like a match, we will be in touch should a vacancy open.

You will be responsible for building and maintaining relationships with all the customers in your assigned region.

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: 

• Building and maintaining an excellent relationship with customers both internal and external.
• Ensuring customer information is accurate in the CRM Salesforce.com
• Ensuring eBS Oracle is set with accurate defaults for your dedicated customer accounts
• Building your knowledge of HID products; attending training as required
• Dealing 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
• Resolving 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
• Coordinating with other departments to expedite / resolve customer orders, issues and concerns.
• Having the ability to learn complex systems & processes
• Logging all communication with customers on the CRM SF.com
• Being 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:  

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• 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.          
• Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience is 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.

 

Language Skills                   

• Ability to effectively communicate in the English language verbally and in writing.
• Strong verbal and written communication skills