Operations Customer Expert - Italian Market (relocation to Portugal)

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

Benefits offered by this job

Welcome bonus€1,000 signing bonus

Loyalty bonus€500 after 6 months

Meal allowance€154/month

Private health insurance

Local language classes

Relocation assistance

Job summary

CallForTalents is seeking an Operations Customer Expert to join its Lisbon-based team. You will be the first point of contact via phone, email or chat, resolving banking-related inquiries quickly and following established procedures.

The role emphasizes empathy, clarity and independent decision making, with opportunities to support fraud investigations, handle complaints and coach colleagues in a fast-paced environment.

Qualifications

• Italian language at least C1
• English language at least B2+
• At least 1 year in banking/financial services/insurance
• Strong customer-focused communication skills
• Independent decision making in complex situations
• Willingness to share knowledge and help others
• Adaptable with a positive attitude and openness to change
• Familiarity with Slack and Google Workspace, quick to learn tools

Responsibilities

• Handle inquiries via chat, phone and email with first-contact resolution
• Own customer issues from start to finish, including complex cases
• Support fraud investigations, dispute resolution and complaints
• Identify vulnerable customers and provide appropriate assistance
• Coach teammates and improve training and processes
• Remain flexible to changing business and customer needs

Skills

Italian language

English language

Banking experience

Customer service

Communication

Decision making

Adaptability

Team collaboration

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.