Operations Customer Expert – Irish Market (Portugal) – Accommodation

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

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