Call Center Customer Service Specialist (US Hours 3pm-11pm) | PGIM Ireland

This role will work US hours covering 3pm - 11pm (Local time) based in Letterkenny. This will be a hybrid role with expectation of being on-site 1 day a week.

Come join us in our state of the art office in Letterkenny as we are expanding. You will have an opportunity to join your new customer support colleagues in September 2026.

What you will do

The GCC Ireland Digital Solutions Specialist (Customer Support Specialist) is a digitally fluent, customer-obsessed problem solver who delivers exceptional service experiences across multiple channels - voice, chat, email, and text. This role is designed to accelerate the transition from traditional phone-based service to modern, tech-enabled solutions, supporting registered customers and driving digital adoption. Specialists resolve navigation challenges, implement feedback loops for continuous improvement, and collaborate across teams to optimize the customer journey. 12 week classroom and on the job training will be provided.

Start Date: 28th September

Please note this role has a training of 12 weeks until 14th December.

Key Responsibilities

Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment.

Educate and guide customers on self-service tools and digital solutions, promoting digital adoption and reducing reliance on phone support.

Identify and escalate friction points in the customer journey and provide actionable feedback to leadership.

Use data insights to recommend and implement service improvements, leveraging AI and business intelligence tools.

Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers.

Meet operational metrics and service level goals, proactively identifying opportunities for improvement.

Participate in scheduled outbound calls for customer education and follow-up, supporting high-volume customers and digital engagement campaigns.

May provide basic peer-to-peer training when onboarding new employees.

Required Skills & Knowledge

Digital Fluency: Proficient with CRM systems, AI tools, and digital platforms.

Data Literacy: Ability to interpret and use data to drive service improvements.

Adaptability: Quick to learn and apply new tools, technologies, and workflows.

Communication Excellence: Strong verbal and written communication; empathetic and active listener.

Problem-Solving Mindset: Passionate about resolving issues and helping customers.

Continuous Improvement Drive: Always seeking ways to optimize tools, processes, and outcomes.

Outcome-Oriented Thinking: Focused on measurable impact - containment, satisfaction, efficiency.

Product Knowledge: Proficiency in multiple products and services.

Success Metrics

Meet Customer Experience Goals

First Contact Resolution (FCR) 83%

Rep Satisfaction 78%

Ease of Doing Business (EODB) 70%

Goals Subject to change.

Digital Adoption & Containment Rates

Reduction in Repeat Contacts and Call Volumes

Implementation and effectiveness of improvement initiatives

Recommendations for improvements and identification of trends

Qualifications

Typically requires previous customer service experience, preferably in a digital or omni-channel environment.

Advanced understanding of support discipline and operational processes.

Experience with digital service tools and platforms preferred.

PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

What we offer you

Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.

Annual Leave : 23 days, increasing with service.

Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.

Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus employees are rewarded with Shop LK vouchers which are paid tax free.

Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.

Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.

Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.