Operations Customer Expert – Irish Market

Velenosi&Meredith; Dublin; On-site; EUR 18,000 - 22,000; Full time

Benefits offered by this job

Apartment accommodation

Relocation support

Local language classes

Daily & weekly allowances

Travel home-country support

Job summary

Velenosi&Meredith in Ireland is seeking an Operations Customer Expert for the Irish Market. The role is based in Portugal with accommodation included, featuring a private room in a shared apartment.

You will handle queries via chat, phone, and email, aiming for first-contact resolution and end-to-end case management, including fraud investigations and disputes. The position requires 1 year of BFSI experience, English at C1–C2, and eligibility to work in Portugal or as an EU citizen.

Qualifications

• C1–C2 English proficiency is mandatory.
• Minimum 1 year of experience in Banking, Financial Services, or Insurance (BFSI).
• EU citizens or candidates holding a valid Portuguese work or residence permit only.

Responsibilities

• Resolve customer queries via chat, phone, and email, aiming for first-contact resolution.
• Manage customer cases end-to-end, including complex issues, while delivering an excellent customer experience.
• Support fraud investigations, chargebacks, disputes, and complaints with care and attention to detail.
• Identify and support vulnerable customers, making appropriate adjustments and escalating cases when necessary.
• Coach teammates and provide feedback to improve training and processes.
• Adapt to changing customer needs and business priorities.

Skills

English proficiency (C1–C2)

BFSI experience

Job description

Operations Customer Expert – Irish Market

Location: Portugal
Role: Operations Customer Expert
Accommodation: Included — private room in a shared apartment

Eligibility Requirements

• C1–C2 English proficiency is mandatory.
• Minimum 1 year of experience in Banking, Financial Services, or Insurance (BFSI), either in Ireland or serving the Irish market from abroad.
• EU citizens or candidates holding a valid Portuguese work or residence permit only.

Key Responsibilities

• Resolve customer queries via chat, phone, and email, aiming for first-contact resolution.
• Manage customer cases end-to-end, including complex issues, while delivering an excellent customer experience.
• Support fraud investigations, chargebacks, disputes, and complaints with care and attention to detail.
• Identify and support vulnerable customers, making appropriate adjustments and escalating cases when necessary.
• Coach teammates and provide feedback to improve training and processes.
• Adapt to changing customer needs and business priorities.

Salary & Benefits — With Apartment

Monthly salary package (before taxes): €1,819.33

• Base salary: €1,256.00
• Christmas allowance: €104.67
• Holiday allowance: €104.67
• Meal allowance: €154.00/month (€7 per working day)
• Apartment benefit-in-kind: €200.00

Productivity Bonus

• Fixed monthly bonus of €300 for the first 6 months
• Thereafter, performance-based bonus

Relocation & Accommodation Support

• Private room in a shared apartment
• Electricity, water, and internet bills included
• Cleaning service twice a week
• Relocation support covering costs and logistics
• Local language classes
• Annual travel expenses to your home country
• Legal and administrative support, including assistance with visa applications, ID cards, and housing

Training Compensation

• Daily allowance: €18.56
• Weekly allowance: €92.80 (5 working days)
• Training under a selection agreement