Italian-speaking Banking Support Specialist (Lisbon)

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

Benefits offered by this job

Health insurance

Relocation support

Training programs

Annual leave

Job summary

Encaja Talent, in Lisbon, Portugal, partners with a leading international customer experience provider to recruit Italian-speaking Operations Customer Experts for an innovative digital banking platform. You will be the first contact for customers via phone, email and chat, owning cases from start to finish and handling payments, disputes, fraud, and vulnerable customers with empathy.

The role offers a full-time 40-hour week, 24/7 rotating shifts, comprehensive training, health insurance from day

Qualifications

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Responsibilities

• Support customers via phone, email, and chat
• Resolve banking and account-related enquiries
• Aim for first-contact resolution with good CX
• Take ownership of cases from initial contact to resolution
• Handle complex situations with empathy and accuracy
• Support fraud investigations and disputes (e.g., chargebacks)
• Address customer complaints and work towards fair resolutions
• Identify and support vulnerable customers
• Escalate sensitive cases when needed
• Work independently and use sound judgement
• Share knowledge and support colleagues
• Adapt to changing requirements

Skills

Italian (C1/native)

English (good)

Customer service

Empathy

Problem solving

Attention to detail

Resilience

Team player

Relocation to Lisbon

Tools

Slack

Google Workspace

CRM systems

Job description

Encaja Talent, in Lisbon, Portugal, partners with a leading international customer experience provider to recruit Italian-speaking Operations Customer Experts for an innovative digital banking platform. You will be the first contact for customers via phone, email and chat, owning cases from start to finish and handling payments, disputes, fraud, and vulnerable customers with empathy.

The role offers a full-time 40-hour week, 24/7 rotating shifts, comprehensive training, health insurance from day