Customer Service Advocate



Customer Service Advocate

Location: Hybrid role based in Galway, Ireland 

JOBID: 17610


Are you passionate about provide a high standard of service to customers? Do you want to grow your career at a leading technology company? Do you have experience in a busy customer service department working B2B? If so, keep reading! We have the opportunity for you!


We are looking for a Customer Service Advocate to join our team. You will be responsible for building and maintaining relationships with all customers in your assigned region as well as internal teams. You will be working to ensure that our customers get the support they need through all phases of the ordering experience.


Who are we? 

HID Global 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 4,000 worldwide employees. 

Check us out here: and 



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

  • Building and maintaining an excellent relationship with customers both internal and external.
  • Ensure customer information is accurate in the CRM
  • 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 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.



What we will love about your background: 

  • You will have a passion for customer satisfaction
  • Be a self-starter who can work with independently but who will escalate to management when necessary
  • Must have the ability to clearly and effectively communicate with customers by telephone and in written communication
  • Must be a solid team player


Your Experience and Education include:             

  • 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.
  • A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry
  • Preferred knowledge: Oracle, Sales Force, Agile


Why apply? 

  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You embrace challenges and want to drive ambitious change. 
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.



Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Must be legally eligible to work in Ireland.


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 50,000 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. 


Galway, IE

Customer Service & Contact Center Operations