Operations customer expert - italian market

Bachecalavoro; Puglia; Sur place; EUR 11 000 - 13 000; Plein temps

Avantages offerts par ce poste

Meal allowance €154 al mese

Private health insurance

Local language classes

Relocation package

Résumé du poste

UK-founded digital bank cerca un/una Operations Customer Expert per offrire supporto clienti di alto livello via chat, email e telefono. Ruolo di primo contatto, gestione casi complessi e indagini su frodi, con opportunità di crescita e formazione continua.

Orario: 40 ore settimanali su turni rotativi. Alloggio e trasferimento disponibili, con pacchetto di benvenuto e benefit inclusi. Lavoro on-site a Lisbona, Portogallo.

Qualifications

• Italiano scritto e parlato eccellente (C1)
• Inglese scritto e parlato buono (min. B2+)
• Almeno 1 anno di esperienza nei servizi bancari/finanziari o assicurativi
• Comunicazione forte, empatia e orientamento al cliente
• Capacità di prendere decisioni in situazioni complesse

Responsabilités

• Gestire una vasta gamma di richieste tramite chat, telefono ed email, risolvendo al primo contatto
• Assumersi la responsabilità delle problematiche dal inizio al completamento
• Supportare indagini su frodi, dispute e segnalazioni con attenzione
• Identificare clienti vulnerabili e offrire supporto adeguato
• Formare colleghi e fornire feedback per migliorare formazione e processi
• Rimanere flessibili rispetto alle esigenze aziendali e dei clienti

Connaissances

Customer service

Communication

Empathy

Decision making

Collaboration

Outils

Slack

Google Workspace

Description du poste

Luogo di lavoro: Bari

€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.