Customer Service Agent

We are a modern, dynamic, and forward thinking Contact Centre, and an ever-growing department at the heart of An Post’s customer experience. We are investing in new technologies, digital channels, and innovative ways of working to better serve our customers and support our teams.

Our role goes beyond traditional contact centre support , we provide omnichannel service across phone, email, webchat, WhatsApp and social platforms, ensuring customers can reach us in the way that suits them best. We recognise the importance of the human touch, and remain committed to delivering high quality, empathetic service over the phone when it matters most.

You’ll benefit from structured training, practical shadowing with experienced colleagues, and continuous development to help you build confidence and succeed in your role. As part of our team, you’ll have the opportunity to grow your skills, work with evolving digital tools, and play a key role in shaping the future of customer experience at An Post.

We are seeking multiple Customer Service Agents to join our team.

This is an onsite role based in our Customer Contact Centre, with regular office attendance required.

This full-time position offers a gross weekly salary of €576.28.

Key Responsibilities

The principal responsibilities associated with this role include, but are not limited to the following:

• Handle customer queries across multiple channels & product offerings identifying opportunities to support and assist further.
• Understand & 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.
• Demonstrate An Post values and behaviours in your day-to-day work and address behaviour that supports/conflicts with them.

Attendance Liability

• Primarily Monday to Friday
• Saturday work is required on a rotational basis (approximately one in every four Saturdays, 9am–2pm), with a weekday off provided in lieu.

Qualifications

We’re looking for people who genuinely enjoy helping others and take pride in delivering a great customer experience. You’ll bring a positive attitude, strong listening skills, and a commitment to resolving customer queries effectively. While contact centre experience is beneficial, it’s not essential. If you’re approachable, eager to learn, and motivated to do a good job, we’d love to hear from you.

• Experience dealing with customers in a contact centre, retail, hospitality, or other front-line environment.
• The ability to remain calm, patient, and professional in a busy or challenging setting .
• Strong communication skills, with the ability to listen carefully and explain information clearly.
• A positive mindset, with a willingness to take ownership and see issues through to resolution.
• The ability to work effectively as part of a team.

Critical Competencies

• Customer & Quality Focus
• Communications
• Results Orientation
• Initiative

About the Benefits

In addition to a highly competitive remuneration package, we offer access to the following:

• An Post Company Medical Scheme
• An Post Pension Scheme
• Paid Maternity Leave
• Paid Paternity Leave
• An Post Employee Assistance Programme
• Digital gym with daily scheduled workouts
• Secure on-site bicycle parking & Cycle to Work Scheme
• Tax Saver Travel Pass
• City Centre Location

How to Apply?

We welcome all interested candidates to submit a detailed CV via the link.

At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. We are committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact [email protected].

About An Post

An Post is one of Ireland’s leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.

An Post’s core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today!