Customer Expert – English Speaker

About the role

Join a global leader in customer experience to support a digital banking project in Lisbon. As a Customer Expert you will be the first point of contact for English‑speaking customers, helping them resolve issues quickly and professionally.

Key responsibilities

• Handle inbound customer interactions via phone, email and chat.
• Achieve first‑contact resolution for a wide range of queries.
• Manage complex cases end‑to‑end, including fraud investigations, disputes and complaints.
• Identify vulnerable customers and escalate when necessary.
• Collaborate with teammates to improve processes and share feedback.
• Adapt to evolving business and customer needs.

Required profile

• Fluent English (C1/C2) – written and spoken.
• Minimum 12 months experience in banking, financial services or insurance, preferably in Ireland or other international markets.
• Strong communication skills and the ability to handle sensitive situations with empathy.
• Confident decision‑making in complex or high‑impact scenarios.
• Resilient, collaborative mindset and ability to thrive in a fast‑paced environment.

Required skills

• Proficiency with GSuite.
• Experience using Slack or similar collaboration tools.

What we offer

• Full‑time permanent contract (40 h/week) under Portuguese law.
• Comprehensive paid training, onboarding and mentorship.
• Private health and dental insurance from day one.
• Meal allowance via prepaid card.
• Company‑provided accommodation with utilities included.
• Covered flight expenses and yearly travel allowance to home country.
• Legal and administrative support for visas, NIF and NISS.
• Language courses, well‑being activities and cultural programs.
• 22 days annual leave plus Portuguese public holidays.