English-speaking Customer Support

Cross Border Talents; Lisboa; Presencial; EUR 25 000 - 35 000; Tempo integral

Resumo da oferta

A dynamic financial services firm in Lisbon is seeking a Customer Support Specialist to assist with banking queries and complaints. The ideal candidate will have excellent English skills and experience in fraud handling and customer support. Strong communication and problem-solving abilities are essential. This full-time role requires flexibility to work shifts, including evenings and weekends.

Qualificações

• Experience in general banking or payments support is essential.
• Minimum 5 months' experience in handling fraud, disputes, or chargebacks.
• Knowledge of financial regulations and consumer protection is an advantage.

Responsabilidades

• Handle inbound and outbound customer interactions via phone, email, and live chat.
• Assist with banking and payment queries, including transaction issues.
• Manage and resolve complaints for customer satisfaction.
• Support vulnerable customers with empathy and care.
• Document all interactions in the CRM system.

Conhecimentos

Fluent English speaker

Complaint resolution

Attention to detail

Investigative skills

Problem-solving abilities

Communication skills

Descrição da oferta de emprego

Location: On-site

Full-time | Rotational Shifts

Key Responsibilities:

• Handle inbound and outbound customer interactions in English, via phone, email, and live chat.

• Assist with general banking and payment queries, including transaction issues, account access, and payment processing.

• Manage and resolve complaints, ensuring fair outcomes and customer satisfaction.

• Support vulnerable customers with empathy, care, and adherence to internal escalation protocols.

• Investigate and resolve fraud and dispute claims in line with Visa and Mastercard scheme rules.

• Accurately document all interactions, case notes, and follow-ups in the CRM system.

• Collaborate with internal fraud, compliance, and operations teams when needed.

Requirements:

• Fluent English speaker (-C2 level).

• Minimum 5 months' experience in:

  • General banking or payments support.

  • Handling fraud, disputes, or chargebacks (Mastercard or Visa rules).

  • Complaint resolution and/or support for vulnerable customers.

• Knowledge of financial regulations, fraud prevention best practices, and consumer protection policies is a strong advantage.

• Strong attention to detail and investigative skills.

• Excellent communication, de-escalation, and problem-solving abilities.

• Ability to work in shifts (including evenings/weekends, depending on the project).

• EU citizenship or valid EU work permit required