Customer Service Agent - Longford - Hybrid - MultilingualMy client, afast-growing B2B SaaS companyoperating in the cybersecurity and payments space, is seeking to recruitCustomer Service Agents (Merchant Success Analysts) who speak French, German, Polish, Czech, or Spanishto join their expanding Customer Operations team inLongford. My client helps merchants, banks, and payment providers reduce cyber risk and meet PCI compliance requirements through a market-leading Merchant Management Platform. My client is a Multinational company who are now setting up theirEMEA HQ in Longford, hence a very exciting time to join.The successful Customer Service Agent will be responsible for:Acting as the primary point of contact for merchants seeking assistance with PCI compliance and platform usageResponding to inbound merchant queries via phone, email, and chat in a professional and timely mannerGuiding merchants through PCI compliance workflows, including SAQs, validation steps, and status updatesExplaining compliance requirements, timelines, and platform notifications in clear, non-technical languageAssisting merchants with basic ASV scan processes, including initiating scans and checking scan statusSupporting onboarding and basic usage of cybersecurity tools available through the company's platformAccurately documenting all interactions within the ticketing system and escalating issues where requiredWorking closely with technical teams by following defined escalation and handoff processesParticipating in quality assurance reviews, coaching sessions, and continuous improvement initiativesThe successful Customer Service Agent will be:Bilingual or multilingual in one or more of the following languages: French, German, Polish, Czech, or SpanishExperienced in a customer-facing support, service, or operations roleAn excellent communicator with strong verbal and written skillsDetail-oriented, reliable, and committed to delivering a high-quality customer experienceWhat's on offer:Clear career progression pathways into senior support, technical, customer success, or cybersecurity-focused rolesComprehensive training in PCI compliance, cyber risk, and security toolingOpportunity to join a company at an early stage of international growthA collaborative, supportive working environment with strong learning and development opportunitiesHybrid workingFlexible hoursFor a confidential discussion and more information on the role, please contact Sarra Hadi