Operations Customer Expert - Italian Market (relocation to Portugal)

Cross Border Talents; Puglia; Vor Ort; EUR 11.000 - 13.000; Vollzeit

Benefits dieser Stelle

€1,000 welcome bonus upon signing

€500 loyalty bonus after 6 months

Meal allowance €154 per month

Private health insurance

Local language classes

Zusammenfassung

Cross Border Talents is seeking an Operations Customer Expert in Lisbon to deliver outstanding customer support across chat, phone and email, resolving queries quickly and with care. You’ll follow established procedures, exercise judgement, and contribute to a fair, trustful customer experience.

You will own cases from start to finish, support fraud investigations and disputes, coach teammates, and adapt to evolving business needs.

Qualifikationen

• Italian language at C1 level.
• English language at B2+ level.
• At least 1 year of experience in banking, financial services or insurance.

Aufgaben

• Handle customer inquiries via chat, phone and email, resolving at first contact.
• Own issues from start to finish, including complex cases.
• Support fraud investigations, dispute resolution and complaints.
• Identify vulnerable customers and escalate when required.
• Coach teammates and improve training and processes.
• Adapt to changing business needs.

Kenntnisse

Italian C1

English B2+

Customer service

Communication

Empathy

Decision making

Coaching

Adaptability

Collaboration

Emotional intelligence

Slack

Google Workspace

Tools

Slack

Google Workspace

Jobbeschreibung

€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.