Customer Service Agent (Hybrid)

Job Summary

AA Ireland are expanding their contact centre team and are hiring Breakdown Assistance Customer Service Agents for their Dublin 2 office. This is a full-time, permanent position starting with Monday to Friday, 9.00am to 5.30pm office-based hours for the initial eight-week training period.

After training, you will move to a rotating shift pattern, including early and late shifts across weekdays and weekends. The role offers hybrid working options after training, with a mix of office-based and remote working depending on your shift.

This is a fast-paced, non-sales role where you will be the first point of contact for customers experiencing vehicle breakdowns. The role focuses on collecting accurate information and providing a calm, professional service to ensure roadside assistance is dispatched quickly and efficiently.

Next intake: 11th August | Multiple positions available | Fast-moving hiring process.

Key Responsibilities

· Handle inbound calls from customers who have broken down.

· Collect and record accurate details on the customer’s location, vehicle, and passengers.

· Remain calm and empathetic when assisting distressed customers.

· Pass on correct information to the deployment team to ensure prompt service.

· Achieve performance targets while following set procedures.

· After training, work a flexible shift pattern including weekdays, weekends, and evenings, with a mix of office and remote work.

Required Experience and Skills:

· Minimum of 1 year’s customer service experience (essential).

· Previous contact centre experience (highly desirable).

· Comfortable handling high volumes of inbound phone calls.

· Experience dealing with complaints or escalations.

· Candidates from hospitality or retail backgrounds will be considered if they have relevant phone experience.

· Excellent communication skills with the ability to stay calm under pressure.

· Flexibility to work shifts including evenings and weekends post-training.

· Ability to work in the Dublin 2 office full-time for the first eight weeks of training.

· Full working rights in Ireland.

Salary:

· Starting salary: €26,400

· Increase to €27,000 after passing six-month probation

· On-target earnings (OTE): €30,000 to €35,000 in year one with shift premiums

Benefits Package:

· 20 days annual leave plus an additional day for your birthday

· Twice-yearly salary reviews with potential salary progression to €42,000 within 2 to 2.5 years

· Free AA Membership and discounts on AA products (car and home insurance)

· Company pension scheme with 5% employer contribution (post-probation)

· Subsidised FlyeFit gym membership (post-probation)

· Mobile phone discounts with Three Ireland

· Health insurance discounts (post-probation)

· Bike-to-Work scheme and TaxSaver commuter scheme

· Employee Assistance Programme

· Sports and Social Club participation

Shift Premiums:

· Monday to Friday: 1.25x pay for hours worked after 8.00pm

· Saturdays and Sundays: 1.5x pay for all hours worked

· Bank Holiday Mondays: 2x pay for all hours worked

About AA Ireland

AA Ireland is a market leader in roadside assistance and insurance services. This is an excellent opportunity to join a professional and supportive environment with structured career progression, hybrid working, and strong employee benefits.