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 April 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: 13th April 2026
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.
PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit.
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.
PGIM Ireland has been awarded the IBEC Keep Well Accreditation Mark, this is in recognition of our commitment to making our employees wellbeing a priority.
PGIM Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PGIM and has not been reviewed or approved by PGIM.
-
Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision options, complemented by behavioral health programs and wellness reimbursements. On-site fitness centers and health coaching further support physical and mental well-being.
-
Retirement Support — Retirement programs feature a 401(k) with company match and a company-funded pension, with access to an employee stock purchase program. Student loan repayment assistance and savings plans add to long-term financial support.
-
Wellbeing & Lifestyle Benefits — Work-life balance is reinforced by flexible/hybrid work options, paid holidays and sick allowances, and amenities like gym access, free parking, and an affordable cafeteria in some locations. Tuition reimbursement, commuter benefits, and broad work/life resources extend lifestyle support.
PGIM Insights
Similar Jobs
What We Do
PGIM, the investment management business of Prudential Financial, Inc.* is a multi-manager that delivers industry-leading strategies and solutions to clients. Each business maintains its own investment process and culture, allowing for a singular focus on delivering investment returns for clients. The PGIM businesses offer investors a wide range of investment strategies across asset classes and geographies, including public equities, public and private fixed income, commercial mortgages and real estate. Clients of PGIM can rely on superior long-term performance, risk management expertise and innovative products to help them realize a wide range of business objectives. In addition, PGIM uses its collective knowledge and business expertise to work with public, private and non-profit sector partners to create solutions that address critical social issues that have an enduring impact. *Prudential Financial, Inc. of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.
