Operations Customer Expert

Cross Border Talents; Almada; On-site; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

Accommodation support

Relocation package

Social activities & courses

Job summary

Cross Border Talents is seeking an Operations Customer Expert to support the Italian market from Lisbon on-site. You will be the first point of contact via phone, email, or chat, delivering quick resolutions and exceptional service.

You will own cases end-to-end, handle fraud and disputes with care, and collaborate across teams. Fluency in Italian and English, customer empathy, and adaptability are essential. Travel or relocation support is provided as needed.

Qualifications

• Fluent Italian & good English communication
• Customer-centric with empathy and clear communication
• Decisive in handling complex cases with independence
• Strong collaboration and learning mindset
• Tech-savvy with Slack and GSuite

Responsibilities

• Resolve customer queries via chat, phone, or email with a focus on first-contact resolution
• Own end-to-end customer issues, including complex cases and disputes
• Support fraud investigations and chargebacks with care and fairness
• Identify and assist vulnerable customers and escalate when needed
• Coach teammates and contribute to process improvements
• Adapt to changing business and customer needs

Job description

Job Description

We are looking for a dedicated and customer-centric Operations Customer Expert to join our team for the Italian market. In this role, you will be the first point of contact via phone, email, or chat, resolving inquiries quickly and effectively, whether following set processes or using independent judgment across a wide range of banking and financial issues.

Key Responsibilities

• Customer Support: Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution while providing an exceptional experience.
• End-to-End Ownership: Own customer issues end-to-end, including complex cases, while building trust and maintaining company values.
• Risk & Fraud Management: Support fraud investigations, dispute resolution (including chargebacks), and handle complaints with care, fairness, and attention to detail.
• Vulnerable Customer Care: Identify and assist vulnerable customers, making necessary adjustments and escalating when needed.
• Team Collaboration: Coach teammates and provide feedback to improve training and operational processes.
• Adaptability: Remain flexible and responsive to changing business and customer needs.

Key Skills & Requirements

• Language: Fluent/Native level in Italian, with strong communication skills in English.
• Customer-Centric: Strong empathy, clarity, and a proven ability to deliver exceptional end-to-end customer experiences.
• Decision Making: Confident decision-maker on complex cases, possessing resilience, independence, and a focus on fair outcomes.
• Collaboration & Mindset: Values-driven, risk-aware mindset with strong emotional intelligence and cross-team collaboration skills.
• Tech-Savvy: Knowledge of Slack, GSuite, and the ability to quickly learn new tools and processes.

What We Offer (Benefits & Perks)

• Competitive Compensation
• Health Insurance: Covered from day one of your employment contract.
• Accommodation Support: Option for company-provided apartment housing (including internet, water, electricity, and bi-weekly cleaning).
• Relocation Package: Full relocation assistance (cost and logistics covered), flight to home country once a year, local language classes, and legal/administrative support (visas, ID cards, etc.).
• Workplace Perks: Free item meals (soup, bread, salad, fruit), social/sports/cultural activities, and e-learning courses.

Working Conditions

• Schedule: 40 hours per week, rotating shifts within a 24/7 environment (8 hours per day + 1 hour lunch break).
• Contract Type: Uncertain-term employment contract with a foreseeable duration of 12 months (moving to permanent after 2 years).
• Location: Lisbon, Portugal (On-site).