Customer Centre Agent
An Post Customer Contact Centre
At An Post, we are passionate about delivering exceptional service and ensuring our customers enjoy the best customer experience in Ireland—no matter how, when, or why they contact us.
We are proud to be an award-winning Contact Centre, recently recognised as Ireland’s Best Customer Service Team. This accolade reflects our unwavering commitment to excellence and our people-first approach.
Our state-of-the-art Customer Contact Centre is located in our new headquarters at the iconic Exo Building in Dublin 1, built to the highest modern and sustainable standards. This inspiring environment supports An Post’s vision of fostering meaningful connections and collaboration.
We are a modern, dynamic, and forward-thinking Contact Centre, offering a wealth of opportunities for personal and professional growth. Whether you're just starting your career or looking to develop new skills, we provide Level 6 Accredited training and continuous development to help you thrive.
Who Are You?
You are passionate about delivering outstanding customer service and take pride in creating positive experiences for every customer. You’re an excellent communicator, a great listener, and can convey information clearly, professionally, and with empathy.
Key Responsibilities
- Handle customer queries across multiple channels and product offerings (B2B and B2C), identifying opportunities to support and assist further.
- Understand and respond to both stated and unstated customer needs, aiming to exceed expectations with every interaction.
- Be a customer advocate, driving improvements that enhance the overall experience.
- Escalate concerns or opportunities to team leaders to maintain service excellence.
- Collaborate within a dynamic, evolving team to meet daily performance standards.
- Engage in ongoing training to meet compliance and cross-skilling requirements.
- Take ownership of customer queries, using all available resources to achieve First Contact Resolution.
- Maintain detailed and insightful notes on customer interactions.
- Work closely with Delivery Service Unit staff and external partners to ensure customer satisfaction.
- Receive training across all Contact Centre hubs, including Mails & Parcels, An Post Money, Social Media, and administrative functions.
Working Hours
- Primarily Monday to Friday
- Saturday work is required on a rotational basis (approximately one in every four Saturdays, 9am–2pm). A weekday off is provided in lieu.
Eligibility
We are seeking candidates who are customer-focused and interested in growing within a dynamic and supportive environment. The ideal candidate will have:
Previous experience in a customer service role, preferably within a Contact Centre or another front-line customer-facing environment.
A proven ability to handle customer queries with professionalism, empathy, and efficiency.
Strong communication skills and a commitment to delivering excellent service.
The ability to work effectively in a fast-paced, team-oriented setting.
A proactive approach to problem-solving and a dedication to continuous learning and development.
Although prior Contact Centre experience is preferred, we also encourage applications from individuals with strong front-line customer service backgrounds in retail, hospitality, or similar sectors.
Job Types: Full-time, Specified-purpose
Pay: €570.57-€798.30 per week
Work Location: In person
Reference ID: 226