Operations Customer Expert - Italian Market

Cross Border Talents; Sicilia; On-site; EUR 11,000 - 13,000; Full time

Benefits offered by this job

Welcome bonus

Loyalty bonus

Meal allowance

Private health insurance

Language classes

Relocation assistance

Annual leave 22 days

Job summary

Cross Border Talents in Lisbon, Portugal, seeks an Operations Customer Expert to deliver outstanding support via phone, email and chat as the first point of contact for banking customers.

You will resolve queries with care, follow procedures, and reflect the company values while joining a dynamic, on-site team. The package includes bonuses, relocation support, meal allowance, private health insurance, and continuous training.

Qualifications

• Excellent Italian (C1).
• Good English (B2+).
• At least 1 year in banking/financial services/insurance.
• Strong communication, empathy and customer focus.
• Decisive in complex situations with fairness.
• Able to share knowledge and learn quickly.
• Adaptable with a pro-change attitude.
• Collaborative with emotional intelligence.

Responsibilities

• Handle customer enquiries via chat, phone and email; aim for first-contact resolution and excellent experience.
• Own issues end-to-end, including complex cases, building trust and reflecting company values.
• Support fraud investigations, disputes and complaints with care and accuracy.
• Identify vulnerable customers and provide appropriate support; escalate when needed.
• Coach teammates and provide feedback to improve training and processes.
• Stay flexible to changing business and customer needs.

Skills

Italian (C1)

English (B2+)

Customer focus

Independent decision-making

Adaptability

Team collaboration

Learning mindset

Tools

Slack

Google Workspace

Job description

€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.