Job description
Location: Lisbon, Portugal
Job Type: Full-time
About the Role
Join an international leader in customer experience within the FinTech sector and become part of a dynamic team in Lisbon, Portugal. We are seeking a fluent Italian-speaking Customer Operations Expert to support our rapidly growing digital banking platform.
In this role, you will be the primary point of contact for Italian customers, handling end-to-end management of complex cases, including payment investigations, card disputes, chargebacks, potential fraud, and supporting vulnerable customers. You will handle inquiries across phone, email, and live chat with a strong focus on first-contact resolution, strictly adhering to compliance standards, and escalating critical cases according to internal procedures.
Key Responsibilities
Multichannel Customer Support: Manage incoming customer requests via phone, email, and live chat, aiming for high first-contact resolution rates.
End-to-End Case Management: Investigate complex customer issues, including payment tracking, chargebacks, card disputes, and potential fraud inquiries.
Vulnerable Customer Support: Provide dedicated support to vulnerable customers with empathy, fairness, and attention to detail.
Compliance & Risk Management: Apply strict compliance and risk management policies, escalating critical or sensitive issues according to company protocol.
Continuous Improvement: Collaborate with team members to share best practices and contribute to refining operational procedures.
Requirements & Candidate Profile
Language Skills: Native or C1-level fluency in Italian (spoken and written), along with professional proficiency in English.
Experience: Minimum of 8 months of experience in the banking, financial services, or insurance sectors.
Communication & Empathy: Excellent communication, active listening, and empathetic problem-solving skills.
Analytical Skills: Strong ability to analyze complex scenarios, make informed decisions, and work autonomously.
Technical Proficiency: Experience using CRM systems, ticketing platforms, live chat tools, and standard office software.
Professional Attributes: High attention to detail, strong work ethic, and a results-oriented mindset.
What We Offer
Work Environment: A modern, stimulating workplace in Lisbon within a fast-growing international company.
Career Growth: Professional development and continuous learning opportunities within the expanding FinTech industry.
Compensation & Benefits: Competitive salary package paired with company benefits.
Company Culture: An innovative, collaborative, and customer-centric environment.
How to Apply
If you are passionate about financial services, possess strong analytical skills, and want to build your career in an international environment, apply today to help transform the future of digital banking!
