Operations Customer Expert – Irish Market

Velenosi&Meredith; Waterford; On-site; EUR 244,000 - 312,000; Full time

Job summary

Velenosi&Meredith in Portugal is seeking an Operations Customer Expert for the Irish market. You will handle inquiries via chat, phone, and email, aiming for first-contact resolution.

Accommodation: private room in a shared apartment is included as part of the package. The role involves end-to-end case management, support for fraud investigations, chargebacks, disputes and complaints, and coaching teammates to improve training and processes, with adaptability to changing customer needs and

Qualifications

• English proficiency at C1–C2 is mandatory.
• Minimum 1 year of BFSI experience, Ireland-based or servicing the Irish market from abroad.
• EU citizens or valid Portuguese work/residence permits 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

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