Spanish-Speaking Customer Experience Advisor

About the role

We are looking for a Spanish‑speaking Customer Experience Advisor to join a leading BPO partner in Lisbon. You will be the first point of contact for Spanish‑language customers of a fast‑growing UK digital bank, delivering high‑quality support across multiple channels.

Key responsibilities

• Provide customer support via chat, phone, and email for Spanish‑speaking users.
• Resolve a wide range of queries with a focus on first‑contact resolution.
• Take ownership of issues from initiation to closure, including fraud investigations, disputes, chargebacks, and complaints.
• Identify vulnerable customers and ensure appropriate escalation.
• Maintain accuracy, empathy, and professionalism in every interaction.
• Collaborate with team members and contribute to continuous process improvement.

Required profile

• Fluent Spanish and good spoken and written English.
• Strong communication and customer‑service abilities.
• Ability to manage multiple tasks and systems simultaneously.
• Empathy, resilience, and a problem‑solving mindset.
• Comfortable working in a fast‑paced digital environment.

Required skills

• Slack
• Google Workspace

What we offer

• Full‑time, 40‑hour week on rotational shifts.
• Comprehensive training before starting.
• Health insurance from day one.
• Meal allowance card.
• Holiday and Christmas allowances paid monthly.
• Optional company accommodation for relocating employees.