Customer Support Expert -

CB Talents; Lisboa; On-site; EUR 13,000 - 15,000; Full time

Benefits offered by this job

Private health and dental insurance

Free healthy meals on site

Certified training courses

Company events

Job summary

Banco Montepio is seeking a customer support agent in Lisbon to handle inquiries, manage requests, and track operations for clients on a banking hotline. The role involves 40 hours per week with rotating shifts and an initial training agreement leading to a fixed-term contract.

Strong communication and banking knowledge are valued, with English language skills preferred. The package includes base salary, bonuses, and attractive health and meal perks.

Qualifications

• English language skills preferred; strong written and spoken communication.
• Banking knowledge and contact center experience preferred.
• Education options range from secondary to bachelor level.

Responsibilities

• Answer inquiries and process requests for Banco Montepio clients.
• Handle phone, email and chat channels with a focus on customer satisfaction.

Skills

Customer support

Communication skills

Teamwork

English language

Education

High school diploma

Some university attendance

Bachelor's degree

Job description

About the Role

• Position Summary: Provide high-quality customer support, handle inquiries, manage requests, and track operations for Banco Montepio clients on a banking hotline.
  
• Location: Lisbon, Portugal.
  
• Contract Type: Initial training agreement, followed by a fixed-term contract (uncertain term) typically for 12 months (extendable for another 12 months, leading to a permanent contract after 2 years).
  

Responsibilities

• Answer customer questions, process requests, and track banking operations while ensuring strict adherence to internal and regulatory procedures.
  
• Manage contacts efficiently through phone, email, and/or chat channels, focusing heavily on customer satisfaction, trust, and loyalty.
  

Candidate Profile

• Education: 12th-grade education level, university attendance, or a bachelor's degree.
  
• Language Skills: Good command of the English language (preferred).
  
• Experience & Skills: Technical banking knowledge and contact center experience (inbound and/or outbound, preferably in banking) are preferred.
  
• Competencies: Excellent oral and written communication, strong interpretation and argument skills, customer and results orientation, computer literacy, resilience under pressure, and good teamwork skills.
  

Working Hours & Conditions

• Schedule: 40 hours per week (8 hours per day plus a 1-hour lunch break), operating in rotating shifts from Monday to Sunday between 08:00 and 00:00.
  
• Night Shift Extra: A 29.00% hourly addition applies to work performed between 22:00 and 00:00 (including holidays).
  
• Holidays: Portuguese public holidays apply. Working on a public holiday grants a compensatory day off to be taken later with project approval.
  

Compensation & Benefits

• Base Salary: 920.00 € gross per month.
  
• Holiday & Christmas Bonuses: Paid via monthly duodecimos, valued at 76.67 € each per month.
  
• Meal Allowance: 154.00 € per month (calculated at 7.00 € per day for 22 working days), paid on a prepaid card and tax-exempt.
  
• Productivity Bonus: Variable monthly performance bonus (team average around 100.00 € gross).
  
• Total Estimated Gross Monthly Package: Approximately 1,227.33 € gross (excluding variable performance bonus).
  
• Perks: Private health and dental insurance from day one of the employment contract (requires NIF and Social Security number), free healthy meals at cafeterias (soup, salad, fruit), certified training courses, and company events (surf classes, yoga, cooking workshops, football tournaments).
  

Training Details

• Duration: 23 business days, scheduled from 9:00 AM to 6:00 PM.
  
• Training Compensation: Compensated at 10.00 € per day (50.00 € per week) for successful completion, paid without social security deductions since an employment contract is signed upon successful graduation.