PGIM Ireland Seeks Customer Support Specialist for US Hours

PGIM Ireland is expanding its operations and is actively recruiting for the position of Customer Support Specialist. The role is designed to cater to US hours, specifically from 15:00 to 23:00 local time, based in Letterkenny. This full-time position allows for a hybrid work model, requiring employees to be on-site one day a week. Interested candidates can expect to join their new team in April 2026.

This position, part of the GCC Ireland Digital Solutions, involves delivering exceptional customer service across various channels, including voice, chat, email, and text. The specialist will focus on enhancing the customer experience by transitioning from traditional phone-based support to innovative, technology-driven solutions. New employees will receive a comprehensive 12-week training program that combines classroom instruction with hands-on experience.

Key Responsibilities and Skills

Successful candidates will be tasked with resolving customer inquiries through multiple platforms, emphasizing first-contact resolution and digital containment. They will educate customers about self-service tools and digital solutions, aiming to reduce reliance on phone support. The role also involves identifying customer journey friction points and providing constructive feedback to leadership.

To excel in this position, candidates should possess a strong understanding of digital tools, including CRM systems and AI applications. The ability to interpret data for service improvements is essential, alongside excellent communication skills and a problem-solving mindset. The company values adaptability and a continuous improvement drive to optimize processes and enhance customer outcomes.

Key performance metrics for this role include achieving an 83% First Contact Resolution (FCR) rate, ensuring a 78% Customer Satisfaction level, and maintaining a 70% Ease of Doing Business (EODB) score. Specialists will also engage in scheduled outbound calls to educate and follow up with customers, supporting high-volume engagement campaigns.

Qualifications and Benefits

Candidates should ideally have previous customer service experience, particularly in a digital or omni-channel environment. An advanced understanding of service support processes and familiarity with various digital service tools are preferred. PGIM Ireland encourages all applicants to apply, even if they do not meet every requirement.

In addition to competitive salaries, PGIM Ireland offers a comprehensive benefits package, including health insurance through partners Laya and BUPA, 23 days of annual leave, and a pension scheme with matching contributions. Employees are also eligible for an annual bonus program and receive Shop LK vouchers, which are tax-free. Life assurance, starting from the first day of employment, provides beneficiaries with a lump sum of four times an employee’s salary. Furthermore, an education assistance program is available to help reimburse eligible employees for furthering their education.

Those interested in this opportunity can apply through PGIM’s careers page.

For more information, visit: [PGIM Careers](https://pru.wd5.myworkdayjobs.com/PGIM_Careers/job/Letterkenny-Ireland/Customer-Support-Specialist—PGIM-Ireland–US-Hours-_R-123357).