Customer Service Advocate

An Amazing Career Opportunity for a Customer Service Advocate !

Location: Galway, Ireland

Job ID: 51131

We are looking for a Customer Service Advocate to join our dynamic team and help deliver an exceptional customer experience. This role is ideal for someone who thrives in a fast-paced environment, demonstrates leadership, and is passionate about continuous improvement.

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 

Secure Issuance (SI):

Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across a variety of industries — from enterprise corporations and government agencies to financial institutions and universities — have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards. With a history of pioneering patented technologies and expertise, business integrity and long-standing customer confidence, HID Global is a global leader in secure card issuance innovation.

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

• Act as an escalation point for complex customer issues and support Sales activities.
• Manage customer expectations and ensure timely resolution of escalations.
• Partner with our customers for onboarding & enablement support by assisting our partners with ordering processes, portals, required forms, and first-order readiness.
• Cross-functional support: coordinate with Product, Operations, and Finance to remove blockers (compliance docs, export questions, special shipping needs).
• Support our customers by preparing and validating quotes, confirming product configurations, pricing and lead times.
• Follow up on approvals, and coordinate quote-to-order, order accuracy, backlog review, and proactive status updates to remove commercial blockers and improve customer experience.
• Must be a self-starter who can lead with limited supervision, but who will escalate to management when necessary.
• Must have a proven track record of achieving team goals and SLAs.
• Must 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 and be diligent in terms of active follow-up to resolve issues.
• Willingness to go above and beyond in support of both internal and external customers.
• Create and maintain Customer Service processes and work instruction.
• Knowledge of the internal CRM systems and data analysis tools.
• Presentation skills – internal/stakeholders.
• Ability to work in a fast-paced environment and handle multiple priorities.

Education/ or Experience

• A minimum of 2 years’ Customer Service experience, preferably in the high technology industry.
• Knowledge of Oracle, CRM systems and data analysis tools.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Ability to effectively communicate in the English language verbally and in writing. Other languages would be advantageous
• Proficient in MS Office applications, such as Word, Excel, PowerPoint.
• Previous experience of using the Oracle and Salesforce preferred.

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. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. 
• 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.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in résumés and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal