Customer Service Executive

Senior Customer Service Executive

Location: Ballymount, Dublin 12

Contract: Full-time, Permanent

Lead the Future of Customer Experience at McSport

Are you passionate about delivering exceptional customer service and ready to step into a role where your impact truly matters? At McSport, we're looking for a driven, tech-savvy Senior Customer Service Executive to be the first point of contact for our valued customers - solving problems, championing their needs, and continuously improving how we serve them.

In this fast-paced, high-impact environment, you'll thrive on variety and challenge, balancing day-to-day customer support with forward-thinking innovation. From resolving complex queries to supporting the roll-out of AI tools and automation, you'll play a key role in shaping the future of customer experience at Ireland's leading sports and fitness brand.

If you're organised, proactive, and ready to work across people, processes, and technology - we'd love to hear from you.

About Us

McSport is Ireland's largest and most successful independent supplier of sports and fitness equipment. As a 100% Irish-owned, second-generation family business, established in 1980, we've built our reputation on expertise, service, and trust.

With over 70 passionate team members across the company, we're committed to helping people live healthier, stronger lives - whether they're training at home, in schools, clubs, or commercial gyms.

What You'll Be Doing

Customer Support & Engagement

• Manage a high volume of inbound queries across Zendesk, WhatsApp, and phone channels.
• Provide timely, empathetic support and accurate information to customers.
• Resolve complaints relating to products, deliveries, or general issues with a solutions-first mindset.
• Build strong, lasting relationships with customers - becoming a trusted advisor, not just a support contact.

Collaboration & Problem Solving

• Work cross-functionally with colleagues in eCommerce, sales, warehouse, and logistics to resolve issues quickly and effectively.
• Liaise daily with multiple courier partners (JMC, DPD, etc.) to ensure timely deliveries and accurate tracking.
• Escalate issues where appropriate and follow through to ensure full resolution.

Technology & Innovation

• Play an active role in the adoption of AI tools and automation - such as chatbots, intelligent ticket routing, and self-service knowledge bases - with full training and support provided to help you build confidence and stay ahead of the curve.
• Identify recurring issues or process inefficiencies, and propose tech-enabled solutions to improve performance.
• Stay informed on customer service trends, tools, and best practices - and bring new ideas to the table.

Customer Insight & Continuous Improvement

• Track and report on common pain points, ticket trends, and service performance metrics.
• Provide feedback to the leadership team to inform product, service, and process improvements.
• Contribute to a high-performance culture where customer satisfaction is always the priority.

Who You Are

You'll be a great fit if you have:

• 2+ years' experience in a fast-paced customer service environment, ideally with high-volume ticket resolution.
• Hands-on experience with Zendesk (or similar CRM) - including ticket management, macros, knowledge base, and admin panel familiarity.
• Exposure to maintenance queries, spare parts, or installation support is a strong advantage.
• Experience with Microsoft Navision (ERP) is desirable but not required.
• An interest in sport and fitness is a bonus - but a passion for customer care is essential.

Skills You Bring

• Excellent written and verbal communication skills (Fluent English essential).
• Strong troubleshooting, prioritisation, and problem-solving abilities.
• Calm under pressure, with the ability to juggle multiple tasks at once.
• A natural collaborator who thrives in a team but can also work independently.
• Comfortable with technology, systems, and learning new tools.
• A sense of ownership, accountability, and pride in delivering outstanding service.
• Proactive mindset with a desire to innovate, improve and evolve.

Why Join McSport?

We're not just hiring for a job - we're investing in people who want to grow. At McSport, you'll be given the autonomy, tools, and trust to do your best work. You'll be joining a team that values improvement, encourages innovation, and genuinely cares about each other and our customers.

You won't be expected to know everything on day one - we'll provide the tools, training, and support to help you grow into the role and stay up to speed with emerging technologies.

What We Offer

• Competitive salary
• Company events and team socials
• Employee discounts across all products
• Wellness programme
• On-site parking
• Supportive, inclusive company culture
• The chance to work with passionate people in a fast-growing, future-focused business

Additional Information

This is a standalone role that requires initiative, accountability, and adaptability. As the business evolves, additional responsibilities aligned with the role's purpose may be assigned. McSport is an equal opportunities employer and is committed to building a diverse and inclusive workplace.

Ready to make an impact? Apply now and join us in shaping the future of customer experience at McSport.