Customer Service Representative

Job description

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. Job Purpose: Provide exceptional customer service by delivering timely, accurate, and professional support via phone, email, and other communication channels. Ensure efficient order processing, issue resolution, and customer satisfaction while building strong relationships with internal and external stakeholders. Contribute to continuous improvement initiatives that enhance customer experience, operational efficiency, and business performance. This role supports the Commercial, OEM/Brio, and Novas business divisions and provides backup support to the Gainsborough Residential and Digital Locks teams as required. Key Accountabilities: Duties & Responsibilities Answer inbound customer calls professionally and courteously, maintaining a minimum service level of 98% Respond to customer emails within agreed departmental service levels, with a target of same-day response where possible Demonstrate a customer-first approach in all interactions. Take ownership of customer enquiries through to resolution. Maintain order entry accuracy of 98-99% or higher. Ensure customer information, pricing, stock availability, ETA’s and order details are communicated accurately. Follow established procedures and documentation requirements. Prioritise workload to ensure enquiries and orders are processed within required timeframes. Effectively manage a high-volume workload, including approximately: 40-80 inbound calls per day. 60+ customer emails per day. Deliver a positive customer experience that supports customer retention and loyalty. Resolve complaints and service issues professionally and efficiently. Contribute to achieving departmental Customer Satisfaction (CSAT) targets and service objectives. Work collaboratively with internal stakeholders to resolve customer issues. Share knowledge and best practices with team members. Identify opportunities to improve customer service processes, efficiency, and customer outcomes. Safety: Ensure reasonable care for your own safety and that of the environment, including taking care of other workers who may be affected by your acts or omissions at the workplace. Do not carry out work for which you do not have the prescribed qualifications or experience unless carried out under the supervision of a worker who does have the prescribed qualifications or experience. Additional Duties: Carry out additional activities as directed from time to time by the Manager of this position. We Celebrate Who We Are! Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team . © Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370 Allegion is an equal opportunity and affirmative action employer Privacy Policy