Graduate Customer Experience Executive

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Graduate Customer Experience Executive

Job Description

Headquartered in Ireland, ID-Pal is an award-winning identity verification company, focused on providing our customers and their clients with a simple, secure and convenient way to verify their customer’s identity. By perfecting our industry leading authentication processes and focusing heavily on user experience, our aim is to drive growth by solving our customers’ problems and delivering on their expectations.

Job Summary

We are looking for a Graduate Customers Experience Executive to join the Customer Experience Team. The successful candidate will be involved in shaping customer-centric initiatives and optimising processes for enhanced satisfaction. Key responsibilities include customer training and communications, data analysis, requirements gathering, process optimisation, report generation, and cross-functional collaboration.

Core Responsibilities

  • Onboarding: Train all new SME customers on the ID-Pal Platform.
  • Ticket Management: Manage all queries and issues reported by SME customers.
  • Portfolio Management: Manage all “Right to Work” accounts.
  • Customer Retention: Assist the rest of the Customer Experience Team in retaining ID-Pal Customers.
  • Growth: Assist the rest of the Customer Experience Team to increase the revenue from existing accounts.
  • Collaboration: work with other functions to ensure a unified approach to improving customer experience.
  • Data Analysis: Collect, analyse, and interpret customer data.
  • Quality Analysis:Undertake testing and Quality Analysis as part of query management and pre-deployment launch.
  • Process Optimisation: Identify and implement process improvements.
  • Portfolio Performance: Monitor KPIs for impact assessment ensuring that all agreed targets are met.
  • Support team in management of ISO-27001 Information Security Management System.

Key Requirements & Qualifications

  • Qualification not less than Level 6 on the National Vocational Qualifications Framework (NVQF), or equivalent, or a postgraduate degree not less than Level 9 on the NVQF, or equivalent.
  • Have graduated within the last four years.
  • Valid work permit to work in Ireland (if required) for the duration of the 24-month placement; or
  • 1-year working visa with the option to renew the visa to allow completion of the 2-year contract – neither the hiring company nor Enterprise Ireland will have any liability or responsibility should the graduate be unable to renew their working visa.
  • Able to provide proof of language proficiency if required.
  • Demonstrable passion/interest in Fintech/Regtech, previous experience preferable but not a requirement.
  • Knowledge of data analysis and reporting.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Proficient in use of MS Suite of products.

What can ID-Pal offer you?

ID-Pal is an award-winning Identity Verification company which has achieved rapid growth within a short space of time. We are proud of our achievements so far but have much bigger plans and are looking for people who want to be part of that journey. We can offer you complete ownership of your work and the chance to build something you are proud of. The chance to work within a small team and input directly on how we grow and what we achieve. An environment where you will constantly be challenged to learn and adapt as the company grows.

How to apply?

If you think you’re a strong candidate for this role please apply by sending your resume to [email protected]

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