Italian-speaking Operations Customer Expert

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

We're partnering with a leading international customer experience provider to recruit Italian-speaking Operations Customer Experts in Lisbon, Portugal, supporting an innovative digital banking platform.

In this role, you will be the first point of contact for customers via phone, email, and chat, helping them with a wide range of banking-related enquiries. You will take ownership of cases from start to finish, including more complex situations involving payments, disputes, fraud, and vulnerable customers.

Your Role:

• Support customers via phone, email, and chat
• Resolve a wide range of banking and account-related customer enquiries
• Aim for first-contact resolution while delivering an excellent customer experience
• Take ownership of customer cases from initial contact through to resolution
• Handle complex customer situations with empathy, fairness, and attention to detail
• Support fraud investigations and dispute resolution, including chargebacks
• Handle customer complaints professionally and work towards fair resolutions
• Identify and appropriately support vulnerable customers
• Escalate sensitive or complex cases when required
• Work independently and use sound judgement when resolving customer issues
• Share knowledge, provide feedback, and support colleagues when needed
• Adapt to changing customer and business requirements

Your Qualifications:

• Italian at C1/native level, both written and spoken
• Good command of English
• Minimum 8 months experience in bank, financial or Insurance industry is mandatory
• Excellent verbal and written communication skills
• Strong customer service mindset with a high level of empathy and emotional intelligence
• Strong problem-solving skills and ability to work independently
• Resilient and able to remain professional in sensitive or challenging situations
• Strong attention to detail and a risk-aware mindset
• Adaptable and comfortable switching between multiple tasks and systems
• Strong team player with a willingness to share knowledge and support colleagues
• Familiarity with Slack, Google Workspace, and digital tools is an advantage
• Ability to quickly learn new systems, processes, and financial products
• Currently based in Portugal or willing to relocate to Lisbon

The Offer:

• Full-time position of 40 hours per week
• 24/7 rotating shifts, Monday to Sunday
• 8-hour working day plus an additional lunch break
• 12 working days of comprehensive initial training
• Health insurance from the first day of the employment contract
• Holiday and Christmas allowances
• 22 days of annual leave
• Compensation day when working on applicable Portuguese public holidays
• Company accommodation option for eligible international candidates, including internet, water, electricity, and cleaning services
• Relocation support covering costs and logistics
• Legal and administrative support with matters such as documentation and housing
• Local language classes
• Annual travel support to the employee’s home country for eligible international candidates
• Social, sports, and cultural activities
• Access to e-learning and professional development opportunities
• International and multicultural working environment
• Initial employment contract with an expected duration of 12 months, with a permanent employment relationship after two years of employment