Italian Speaking Customer Service Advisor – Digital Banking Lisbon

Cross Border Talents; Lisboa; On-site; EUR 11,000 - 16,000; Full time

Benefits offered by this job

Health insurance

Relocation support

22 days annual leave

€7 meal allowance per working day

Job summary

Cross Border Talents in Lisbon is recruiting to support customers of a leading digital bank. You will handle everyday banking enquiries, resolve account issues and provide a positive experience via phone, email and live chat.

Location: Lisbon, Portugal. Work model: On site. Schedule: 40 hours per week with rotating shifts in a 24/7 operation (nights and weekends). Training: 12 working days at €18.56 gross per day, contract signed after successful completion.

Qualifications

• Must speak Italian and English for an international environment.
• Empathetic approach with strong listening and attention to detail.
• Confident in handling complex enquiries and solving problems.
• Willingness to learn new systems and work across tools.
• Available to work on-site in Lisbon and cover rotating shifts, including nights and weekends.

Responsibilities

• Handle customer enquiries from first contact to resolution.
• Support fraud investigations, disputes, chargebacks and complaints.
• Identify customers needing additional support and escalate sensitive cases.
• Collaborate with colleagues to share knowledge and improve service quality.
• Follow established processes and make fair, well-informed decisions.

Skills

Italian language

English language

Empathy

Active listening

Attention to detail

Problem solving

Learning ability

On-site availability

EU work eligibility

Job description

Join an international team in Lisbon and support customers of a leading digital bank. You will help customers with everyday banking enquiries, resolve account issues and provide a positive experience through phone, email and live chat.

Location: Lisbon, Portugal.
Work model: On site.
Schedule: 40 hours per week, with rotating shifts Monday to Sunday within a 24/7 operation.
Daily hours: Eight working hours plus a one-hour lunch break.

Your responsibilities

• Handle customer enquiries, taking ownership of cases from first contact to resolution.
• Support fraud investigations, payment disputes, chargebacks and complaints.
• Identify customers who need additional support and elevate sensitive cases when necessary.
• Work with colleagues to share knowledge and improve customer service.
• Follow established processes and make fair, well-informed decisions.

What we are looking for

• Excellent communication skills in Italian.
• Good English communication skills for an international working environment.
• An empathetic approach, strong listening skills and attention to detail.
• Confidence handling complex enquiries and solving problems.
• Ability to learn new systems and work across different tools.
• Availability to work on-site in Lisbon and cover rotating shifts, including nights and weekends.
• An EU passport or valid authorisation to work in Portugal.

Salary and benefits

• Without company accommodation: €1,061 gross base salary per month, plus holiday and Christmas allowances paid in monthly instalments and a €7 meal allowance per working day. The stated monthly package is approximately €1,391.83, based on 22 working days.
• With company accommodation: €776 gross base salary per month, plus holiday and Christmas allowances paid in monthly instalments and a €7 meal allowance per working day. The stated monthly cash package is approximately €1,059.34, based on 22 working days, plus accommodation valued at €200 as a non-cash benefit.
• Company accommodation includes internet, water, electricity and cleaning twice a week.
• Relocation support for international candidates.
• Health insurance from the first day of the employment contract.
• 22 days of annual leave.

Training

You will complete 12 working days of training, eight hours per day, covering banking services, customer support and internal systems. Training is compensated at €18.56 gross per day upon successful completion. The employment contract is signed after successful completion of training.