Customer Services Agent

Title: Customer Services Agent

Duration: Fixed Term Contract

Reporting to: Property Manager

BACKGROUND INFORMATION

The Irish Red Cross Society (IRC) is part of the world’s largest independent humanitarian network, the International Red Cross and Red Crescent Movement. The IRC is committed to and bound by its Fundamental Principles of Humanity, Impartiality, Neutrality, Independence, Voluntary Service, Unity and Universality. The vision of the Irish Red Cross is to be a leading humanitarian organisation, providing impartial services and support to vulnerable communities both at home and abroad. Our mission is to identify and deliver humanitarian assistance to those who are most in need.

SUMMARY OF ROLE

The successful candidate will be the first point of contact for members of the public making enquiries to the Irish Red Cross regarding the Register of Pledges, a vast database of accommodation pledged to the various refugee programmes run by the organisation. This customer services role will require a professional with an ability to address sensitive and confidential data in a competent and sensitive manner. A highly skilled, self-motivated professional with a good work ethic, with strong core values.

ROLE RESPONSIBLILTIES

• Handling inbound calls and emails; conducting outbound calls from the website callback requests; providing information and supports to potential pledgers and pre-existing clients.

• Providing a high standard of customer service, engaging and supporting potential property pledgers through the process.

• Supporting pledgers through registration and enquiry processes and completing follow-up actions and administrative tasks

• Verifying and accurately updating data to pledger records on the CRM. Maintaining records to the highest standards.

• Managing customer queries and referring issues to the appropriate manager in line with internal procedures

• Work actively towards the achievement of the Irish Red Cross goals.

• Undertake training and development as required

• Abide by and uphold the Principles of the International Red Cross Red Crescent Movement.

• Undertake any other reasonable work-related duties and responsibilities assigned by the relevant line manager that are consistent with the nature of the job and level of responsibility.

ROLE REQUIREMENTS

Essential Criteria

• At least three years’ experience in a customer service, call centre operations, or a frontline communications role.

• Excellent verbal and written communication skills.

• Ability to work in a busy, fast-paced, office environment and meet deadlines.

• Knowledge of Microsoft suite and use of CRM systems or similar databases.

• Attention to detail with the ability to follow procedures, scripts and compliance requirements.

• Excellent verbal and written communication skills. Proficiency in English essential.

• Strong interpersonal skills and the ability to engage sensitively with members of the public.

• Strong organisational skills and ability to manage multiple tasks.

• Ability to work in a team, support relief staff and collaborate effectively across multiple programmes, caseworker and management teams.

Desirable Criteria

• Experience of the humanitarian, NGO and/or community and voluntary sectors, desirable but not essential

• Understanding of the Irish housing landscape and/or refugee accommodation processes.

FURTHER INFORMATION

The Irish Red Cross offers the following benefits in addition to salary

• A 5% employers' contribution to a company contributory pension scheme

• Closure of the office on Good Friday, plus two additional ‘privilege days’ to be used at Easter and Christmas respectively.

• Death in Service benefit of four times salary

• Further education, training and learning supports

• Professional subscriptions (as applicable)

• Travel (bike-to-work schemes/tax saver commuter tickets)

Closing date 13th February 2026 at 6pm.

Interviews will be held 16-20th February 2026.

The Irish Red Cross is an equal opportunities employer. We value diversity and aspire to reflect this in our workforce. We welcome applications for people from all sections of the community, irrespective of gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the Traveller community. This role requires applicants to have the right to work in Ireland.