Italian-Speaking Operations Customer Expert – Digital Banking

Personalbüro U. Herrmann; Lisboa; On-site; EUR 22,000 - 32,000; Full time

Job summary

Personalbüro U. Herrmann is seeking a customer support professional to act as the first point of contact for customers across phone, email and chat. You will handle banking-related enquiries and own cases from start to finish.

You will aim for first-contact resolution while delivering an excellent customer experience with empathy and fairness. You will escalate complex issues when required and work to protect vulnerable customers, using independent judgment and collaborating with colleagues to

Qualifications

• Experience providing customer support via phone, email or chat.
• Ability to resolve a wide range of banking and account-related enquiries.
• Strong communication and empathy when dealing with customers.

Responsibilities

• Support customers via phone, email, and chat.
• Resolve banking and account-related enquiries.
• Aim for first-contact resolution with excellent customer experience.
• Take ownership of cases from initial contact to resolution.
• Handle complex situations with empathy, fairness, and attention to detail.
• Support fraud investigations and dispute resolutions, including chargebacks.
• Handle complaints professionally and seek fair resolutions.
• Identify and support vulnerable customers.
• Escalate sensitive or complex cases when required.
• Work independently and use sound judgement to resolve issues.
• Share knowledge and support colleagues.
• Adapt to changing customer and business needs.

Skills

Multichannel support

Empathy

Problem solving

Communication

Attention to detail

Tools

CRM software

Fraud tools

Job description

Start: 5/11

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