Italian Operations & Customer Experience Expert

Cross Border Talents; Estoril; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Accommodation

Relocation

Social activities

E-learning

Free meals

Job summary

Cross Border Talents in Lisbon, Portugal is seeking an Operations Customer Expert for the Italian market. You will resolve inquiries via phone, email, or chat, owning cases end-to-end and supporting fraud investigations while helping vulnerable customers.

The role emphasizes strong Italian and English communication, empathy, and a willingness to coach teammates and adapt to changing needs in a 24/7 environment.

Qualifications

• Fluent/Native level in Italian with strong English.
• Empathetic, clear communication for end-to-end experiences.
• Confident decision-maker on complex cases with independence.
• Values-driven with emotional intelligence and cross-team collaboration.
• Proficient with Slack and GSuite; quick to learn new tools.

Responsibilities

• Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution.
• Own customer issues end-to-end, including complex cases.
• Support fraud investigations, dispute resolution, and handle complaints with care.
• Identify and assist vulnerable customers, escalate when needed.
• Coach teammates and provide feedback to improve processes.
• Remain flexible to changing business and customer needs.

Skills

Italian language fluency

English proficiency

Customer-centric

Decision making

Collaboration

Tech-savviness

Tools

Slack

G Suite

Job description

Cross Border Talents in Lisbon, Portugal is seeking an Operations Customer Expert for the Italian market. You will resolve inquiries via phone, email, or chat, owning cases end-to-end and supporting fraud investigations while helping vulnerable customers.

The role emphasizes strong Italian and English communication, empathy, and a willingness to coach teammates and adapt to changing needs in a 24/7 environment.