Operations customer expert - italian market

Bachecalavoro; Napoli; On-site; EUR 11,000 - 13,000; Full time

Benefits offered by this job

€1,000 welcome bonus upon signing the

€500 loyalty bonus after 6 months

Meal allowance of €154 per month

Private health insurance

Local language classes

Relocation assistance to Lisbon

Job summary

Bachecalavoro ricerca per conto di un istituto bancario digitale con sede nel Regno Unito un Operations Customer Expert. La persona selezionata sarà il primo punto di contatto via telefono, email o chat, risolvendo richieste dei clienti in modo rapido ed efficiente.

La posizione prevede lavoro in presenza a Napoli, con trasferimento/re relocation a Lisbona e pacchetti di bonus inclusi: 1000€ al momento della firma, 500€ dopo 6 mesi, assistenza sanitaria privata e corsi di lingua locale.

Qualifications

• Proficie nza in italiano C1
• Inglese minimo B2+
• Almeno 1 anno di esperienza nei servizi bancari/finanziari/assicurativi
• Ottime capacità di comunicazione, empatia e orientamento al cliente
• Capacità di prendere decisioni in situazioni complesse
• Propensione all'apprendimento e adattabilità
• Collaborazione e intelligenza emotiva
• Familiarità con Slack e Google Workspace

Responsibilities

• Gestire un’ampia gamma di richieste dei clienti via chat, telefono ed email, mirando a risolvere i problemi al primo contatto offrendo un’esperienza cliente di alto livello
• Assumere la responsabilità delle problematiche dei clienti dall’inizio alla risoluzione, inclusi casi complessi
• Supportare investigazioni su frodi, risoluzione di controversie e reclami con cura ed attenzione
• Riconoscere clienti vulnerabili e fornire supporto adeguato, escalation quando necessario
• Formare i colleghi e fornire feedback per migliorare formazione e processi
• Rimanere flessibili e reattivi ai cambiamenti di business e di esigenza del cliente

Skills

Italian (C1)

English (B2+)

Customer service

Communication

Decision making

Collaboration

Empathy

Adaptability

Problem solving

Tools

Slack

Google Workspace

Job description

Luogo di lavoro: Napoli

€1,000 Welcome Bonus upon Contract Signature + €500 Loyalty Bonus after 6 Months!

Relocation package to Lisbon, Portugal, available for this position.

Our client is a UK-founded digital bank that is redefining the way people manage their money.

As an Operations Customer Expert, you will provide outstanding customer support and help the company achieve its mission of making money work for everyone. As the first point of contact via phone, email or chat, you will resolve customer enquiries quickly and effectively, following established procedures and using your judgement to handle a wide range of banking-related issues.

Responsibilities

• Handle a wide range of customer enquiries via chat, phone and email, aiming to resolve issues at first contact while delivering an excellent customer experience;


• Take ownership of customer issues from start to finish, including complex cases, building trust and reflecting the company's values;


• Support fraud investigations, dispute resolution (including chargebacks) and complaints with care, fairness and attention to detail;


• Identify vulnerable customers and provide appropriate support, making necessary adjustments and escalating cases when required;


• Coach teammates and provide feedback to improve training and processes;


• Remain flexible and responsive to changing business and customer needs.

Requirements

• Excellent written and spoken Italian (minimum C1 level);


• Good written and spoken English (minimum B2+ level);


• At least 1 year of experience in the banking, financial services or insurance industry;


• Strong communication skills, empathy and clarity, with a customer-focused approach;


• Confidence in making independent decisions in complex situations, demonstrating resilience and a commitment to fair outcomes;


• Ability to share knowledge, support colleagues and embrace learning opportunities;


• Adaptability, a positive attitude and openness to change, with the ability to switch effectively between tasks and systems;


• Strong collaboration skills, emotional intelligence and a values-driven, risk-aware mindset;


• Familiarity with Slack and Google Workspace, with the ability to learn new tools and processes quickly.

Location

Lisbon, Portugal (Oriente)

Work model

On-site

Schedule

Rotational shifts, Monday to Sunday (40 hours per week).

Training

12 working days, paid at €18.56 for each completed day.

Remuneration

€1,061 gross per month, paid in 14 instalments (equivalent to approximately €1,237 gross per month when averaged over 12 months).

Bonuses and benefits

• €1,000 welcome bonus upon signing the employment contract;


• €500 loyalty bonus after 6 months of employment;


• Meal allowance of €154 per month;


• Private health insurance;


• Local language classes.

Relocation package

Optional accommodation in a private room in a shared apartment, including all utilities and weekly cleaning, for €285 per month, deducted from your salary. Travel expenses are covered, and assistance with administrative procedures is provided.

Annual leave

22 days.