Customer Operations Agent for Banking industry – Italian speaker in Lisbon

TP; Lisboa; On-site; EUR 21,000 - 28,000; Full time

Benefits offered by this job

Health Insurance

Relocation assistance

Meal allowance

Daily meals

Language courses

Sports & events

Training & development

Public transport access

Job summary

TP is seeking a Customer Operations Agent in Lisbon to be the first point of contact for customers via phone, email, or chat. You will resolve inquiries quickly, own end-to-end issues, and support fraud investigations while upholding the company’s values.

The role includes relocation assistance, meal allowances, and daily meals. Ideal candidates will have C1/C2 Italian, English at B2, and at least 12th grade education, with experience in banking or financial services and a focus on customer

Qualifications

• Proficient in Italian at C1/C2 level; strong communication skills.
• English at B2 level or higher.
• Minimum 12th grade education.

Responsibilities

• Resolve customer queries via chat, call, or email with first-contact resolution.
• Own issues end-to-end including complex cases; build trust.
• Assist fraud investigations, disputes, and complaints with care.
• Identify vulnerable customers and escalate when needed.
• Be flexible and responsive to changing customer needs.

Skills

Italian (C1/C2)

English (B2)

Customer service

Fraud & disputes experience

Banking/Financial services

Target-driven

Education

12th grade

Job description

Are you passionate about delivering exceptional customer support and making a real impact? As a Customer Operations Agent, you’ll be the first point of contact for our customers – whether it’s via phone, email, or chat – resolving enquiries quickly and effectively.

Our Client is a game-changing digital bank that is redefining the way we manage money. They entered the scene with a bold vision: to make banking smart, transparent, and truly customer-focused. No more confusing fees, no more waiting in lines, just a sleek, intuitive app that puts users in full control of their finances. From instant notifications to budgeting tools and fee‑free spending abroad, it quickly became the go-to choice for a new generation. It’s not just a bank – it’s banking the way it should be.

What you'll do

• Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution while providing an excellent experience;
• Own customer issues end-to-end, including complex cases, while building trust and embodying the company's values;
• Support fraud investigations, dispute resolution (including chargebacks), and complaints with care, fairness, and attention to detail;
• Identify and assist vulnerable customers, making necessary adjustments and escalating when needed;
• Remain flexible and responsive to changing business and customer needs.

What you'll need

• C1/C2 level of Italian and at least 1 year of experience in Banking, Financial Services, or Insurance;
• Proficiency in English (B2);
• Minimum academic qualifications: 12th grade;
• Previous experience in supporting vulnerable customers, and complaints handling, or Fraud and Disputes with experience of Mastercard or Visa scheme rules (minimum of 12 months);
• Experience in practicing excellent customer service principles;
• Prior demonstrated experience of working to targets.
• Health Insurance from the moment you join our team;
• Relocation assistance – TP Housing + initial and annual flights;
• Guaranteed meal allowance included on top of your base salary;
• Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit;
• Access Portuguese language courses, sport activities and social events;
• Grow with us through our initial and continuous training and personal development;
• Easy public transport access to our offices.