Position Title: Customer Care Specialist – Digital Payments
Location: Dublin, Ireland - Hybrid (Regular office attendance is required based on business needs)
Bilingual Role : English + one additional European language (Italian or French preferred)
Department: Customer Experience / Operations
Reports To: Operations Manager
About the Role:
At ACE Money Transfer, we’re looking for someone who genuinely cares about people and loves helping others. As a Customer Care Specialist, you’ll be the friendly voice and helpful hand our customers rely on when they use our digital payment services. You’ll answer their questions, solve their problems, and make sure every step of their experience feels smooth and easy.
You’ll also work closely with our Compliance and Operations teams to keep everything secure and compliant, while making every customer feel valued and supported.
What You’ll Do
Be the first point of contact:
Serve as the primary point of contact for customers via phone, live chat, and email, assisting with inquiries related to their accounts, transactions, payments, and services while providing clear, accurate, and timely information. Guide customers in using self-service tools and digital channels so they can manage their accounts independently.
Deliver exceptional customer support:
Resolve customer queries quickly and accurately, taking ownership of issues and aiming for first-contact resolution wherever possible. Ensure every interaction is personal, professional, and focused on achieving a positive customer outcome.
Manage complaints and escalations:
Handle sensitive or complex complaints with empathy, patience, and discretion, giving additional care and attention to vulnerable customers. Where specialist input is required, coordinate with the relevant teams, maintain clear communication, and follow each case through to resolution.
Maintain compliance and security :
Work closely with Compliance and Operations teams to ensure customer interactions are secure and aligned with internal policies, AML/KYC requirements, and applicable data protection standards. Handle confidential customer information responsibly and follow established procedures.
Maintain accurate customer records:
Keep clear, detailed, and accurate notes of customer conversations, inquiries, complaints, actions taken, and resolutions. Ensure records are updated promptly so colleagues can maintain continuity of service and follow up effectively when needed. Contribute to service quality and improvement: Deliver support in line with the company’s quality standards and requirements. Recognise recurring customer issues, common complaints, and service gaps, and share customer feedback, emerging trends, and practical suggestions with the relevant teams to support reporting and improve products, services, processes, and the overall customer experience.
Collaborate across teams :
Build strong working relationships with colleagues across the business to investigate issues, resolve complex cases, and deliver a consistent customer experience.
Continuously develop your knowledge :
Keep up to date with company products, services, policies, procedures, and customer support best practices. Take on feedback, learn from colleagues, and continuously develop the skills and knowledge needed to provide accurate and effective assistance.
Contribute to a positive team culture:
Be part of a supportive team that values kindness, patience, accountability, and a positive attitude. Share knowledge, support colleagues, and contribute to an environment where customers and team members feel respected and valued.
Achieve departmental KPIs and performance targets :
Consistently meet the Customer Experience department’s key performance indicators (KPIs), service standards, and performance objectives, including customer satisfaction, response and resolution times, first-contact resolution, quality, and productivity targets.
Perform additional assigned duties :
Carry out any other relevant…