Customer Service Agent – Omnichannel Contact Centre

About the role

Join a modern, dynamic contact centre that sits at the heart of An Post’s customer experience. You will provide omnichannel support across phone, email, webchat, WhatsApp and social platforms, helping customers in the way that suits them best while delivering a high‑quality, empathetic service.

Key responsibilities

• Handle customer queries across multiple channels and product offerings.
• Identify opportunities to support and assist customers further.
• Understand and respond to both stated and unstated customer needs.
• Act as a customer advocate and drive improvements to enhance experience.
• Escalate concerns or opportunities to team leaders.
• Collaborate with the team to meet daily performance standards.
• Engage in ongoing training for compliance and cross‑skilling.
• Take ownership of queries to achieve First Contact Resolution.
• Maintain detailed notes on customer interactions.
• Work closely with Delivery Service Unit staff and external partners.

Required profile

• Genuine enjoyment of helping others and delivering great customer experiences.
• Positive attitude and strong listening skills.
• Commitment to resolving customer queries effectively.
• Approachable, eager to learn and motivated to perform well.
• Contact‑centre experience is beneficial but not essential.

Required skills

• Positive attitude
• Strong listening skills
• Commitment to effective query resolution

What we offer

• Structured training and practical shadowing with experienced colleagues.
• Continuous development opportunities to build confidence and succeed.
• Exposure to evolving digital tools and omnichannel technologies.
• Gross weekly salary of €576.28 (salary visible to candidates).
• Full‑time, onsite role with occasional Saturday shifts on a rotational basis.