About the Role
Are you passionate about delivering exceptional customer support and making a real impact? As a Customer Operations Agent, you’ll be the first point of contact for our customers – whether it’s via phone, email, or chat – resolving enquiries quickly and effectively.
Responsibilities
- Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution while providing an excellent experience;
- Own customer issues end-to-end, including complex cases, while building trust and embodying the company’s values;
- Support fraud investigations, dispute resolution (including chargebacks), and complaints with care, fairness, and attention to detail;
- Identify and assist vulnerable customers, making necessary adjustments and escalating when needed;
- Coach teammates and provide feedback to improve training and processes;
- Remain flexible and responsive to changing business and customer needs.
Requirements
- C1/C2 level of English and at least 1 year of experience in Banking, Financial Services, or Insurance either in Ireland or serving the Irish market from abroad;
- Previous experience in supporting vulnerable customers, and complaints handling, or Fraud and Disputes with experience of Mastercard or Visa scheme rules (minimum of 12 months);
- Experience in practicing excellent customer service principles;
- Prior demonstrated experience of working to targets.
Benefits
- Possibility to live in one of our apartments;
- Initial flight expenses refund;
- Annually complementary return flight to your home country (within Europe);
- 22 days Holiday
- Health Insurance since day one in the company;
- Holiday and Performance bonuses
- Investment in training and personal development;
- Free Portuguese language courses, sport activities and organized events;
- Leisure activities on company expense: Surfing lessons, Hiking, Laser tag
- A gaming room with the latest consoles and equipment
