About ProSys:
ProSys, established in 1997 and headquartered in Cork, Ireland, specialises in the design and manufacture of specialist capital equipment for the pharmaceutical industry.
The Opportunity:
Due to growing demand to support our existing client base, ProSys is excited to announce a new role for a Customer Experience Administrator to join our aftersales department. This role will play a key part in ensuring exceptional customer service and smooth day-to-day operations within our global services team.
Department: Aftersales/ Services.
Reports to: Head of Global Services and Customer Experience
Location: IDA Business Park, Carrigtohill Co. Cork, T45 AP82
This position requires full-time in-office presence.
Role Overview:
The Customer Experience Administrator will support the global services team in delivering excellent customer support, efficient spares fulfilment, and smooth day-to-day service operations. This role ensures that customer queries, service requests, and parts orders are handled promptly, accurately, and to the highest standard.
Key Responsibilities:
* Serve as the first point of contact for customer service inquiries and service requests.
* Coordinate spares fulfilment and ensure timely dispatch of parts globally.
* Track and schedule service visits, remote support sessions, and follow-ups.
* Maintain accurate records of service orders, customer interactions, and KPIs.
* Support service engineers and spares fulfilment coordinators with administrative and operational tasks.
* Assist in monitoring SLA compliance and reporting on service metrics.
* Help implement service software tools and maintain up-to-date data.
* Support ad hoc projects as required by the Head of Global Services.
Experience/Requirements:
* Degree in Business or a customer service–related field.
* 1–3 years of experience in customer service, operations, or technical support.
* Strong organisational and multitasking skills.
* Good communication skills with a customer-focused mindset.
* Comfortable using software tools, databases, or ERP systems.
* Detail-oriented, proactive, and able to work independently with guidance.
Key Competencies:
* Customer service excellence
* Organisational efficiency
* Team collaboration
* Problem-solving and attention to detail
Job Types: Full-time, Permanent
Work authorisation:
* Ireland (required)
Work Location: In person