English speaker User Support Coordinator for Banking industry

Nexusbal; City Of London; Remote; GBP 26,000 - 35,000; Full time

Job summary

A leading customer service company is seeking a skilled professional to join their team in Lisbon. This role involves resolving customer queries, handling fraud and disputes, and providing exceptional support. The ideal candidate should have fluency in English and at least 12 months of relevant experience. The company offers health insurance, career development, and relocation support.

Benefits

Health insurance from your first day

Career development and training opportunities

Relocation support: flight refund & option to live in company-provided apartments

Annual return flight to your home country (within Europe)

Free Portuguese lessons, sports activities & team events

Qualifications

• Proven customer service experience, preferably in Ireland.
• At least 12 months of experience in fraud, disputes, or complaints handling.
• Commitment to excellence in customer support and care.

Responsibilities

• Resolve customer queries via chat, call, or email with empathy and efficiency.
• Own customer cases end-to-end, including complex investigations.
• Support fraud detection, disputes, and complaint resolution.

Skills

Fluent English (C1/C2)

Customer service experience

Fraud and complaints handling

Working to performance targets

Job description

Overview

Are you passionate about delivering outstanding customer service and ready for a new adventure in Lisbon? We\'re looking for a skilled professional to join our team and make a real difference in our customers\' lives.

Mandatory EU passport (no Visa sponsorship)

What You’ll Do

• Resolve customer queries via chat, call, or email with empathy and efficiency
• Own customer cases end-to-end, including complex investigations
• Support fraud detection, disputes (e.g., chargebacks), and complaint resolution
• Identify and assist vulnerable customers, escalating when necessary
• Collaborate with peers to improve processes and provide feedback
• Stay agile and responsive to evolving customer and business needs

What You’ll Bring

• Fluent English (C1/C2) and proven customer service experience (preferably in Ireland)
• At least 12 months of experience in fraud, disputes, or complaints handling (Mastercard/Visa rules knowledge a plus)
• A track record of working to performance targets
• Commitment to excellence in customer support and care

Perks & Benefits

• Health insurance from your first day
• Career development and training opportunities
• Relocation support: flight refund & option to live in company-provided apartments
• Annual return flight to your home country (within Europe)
• Free Portuguese lessons, sports activities & team events
• The chance to collaborate with industry leaders
• Location: Lisbon, Portugal