Italian-speaking Operations Customer Expert

Encaja Talent; Lisboa; On-site; EUR 21,000 - 27,000; Full time

Benefits offered by this job

Health insurance

Relocation support

Accommodation for international hires

Initial training 12 days

Annual leave 22 days

Job summary

Encaja Talent in Lisbon, Portugal seeks Italian-speaking Operations Customer Experts to support an innovative digital banking platform. You will be the first contact for customers via phone, email, and chat, handling a wide range of banking inquiries and owning cases end-to-end.

Ability to manage complex situations with empathy and sound judgement is essential. You will work full-time (40 hours/week) on 24/7 rotating shifts, with training, health insurance from day one, and

Qualifications

• Italian language at C1/native level, written and spoken
• English proficiency required
• Minimum 8 months experience in banking, finance or insurance
• Excellent verbal and written communication skills
• Strong customer service mindset with empathy and emotional intelligence
• Ability to work independently with strong problem-solving skills
• Resilience and professionalism in sensitive situations
• Attention to detail and risk awareness
• Team player with willingness to share knowledge
• Familiarity with Slack, Google Workspace, and digital tools a plus

Responsibilities

• Support customers via phone, email, and chat
• Resolve a wide range of banking and account-related enquiries
• Aim for first-contact resolution while delivering excellent service
• Take ownership of cases from initial contact to resolution
• Handle complex situations with empathy and caution
• Support fraud investigations and dispute resolution
• Handle complaints professionally for fair resolutions
• Identify and support vulnerable customers
• Escalate sensitive or complex cases when needed
• Work independently and provide feedback to colleagues
• Share knowledge and adapt to changing requirements

Skills

Italian language

English language

Banking experience

Customer service

Communication

Problem solving

Empathy

Attention to detail

Team player

Adaptability

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
• 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