Customer Care Specialist – Digital Payments

About the role

ACE Money Transfer is seeking a friendly and proactive Customer Care Specialist to support users of its digital payment services. Based in Dublin with a hybrid work model, you will be the primary point of contact for customers reaching out via phone, email, or chat, ensuring their experience is smooth and secure.

Key responsibilities

• Respond to customer inquiries about transactions, accounts, and services across phone, email, and chat channels.
• Resolve issues on first contact whenever possible and document interactions accurately.
• Identify recurring problems and propose improvements to enhance service quality.
• Collaborate with Compliance, Operations, and other teams to maintain AML/KYC and data‑protection standards.
• Escalate complex or sensitive cases, following up to guarantee timely resolution.
• Guide customers in using self‑service tools and digital channels to reduce inbound volume.
• Provide feedback and insights on customer trends to support continuous improvement.

Required profile

• Excellent verbal and written communication in English; additional European languages are a plus.
• Patient, customer‑focused attitude with the ability to stay calm under pressure.
• Strong attention to detail, multitasking ability, and organizational skills.
• Interest in finance, remittance, or fintech is beneficial but not mandatory.
• 1–3 years of customer service experience, preferably in a call‑center environment.

Required skills

• Proficiency with MS Office.
• Experience using CRM or call‑center software.