Operations Customer Expert

Cross Border Talents; Lisboa; On-site; EUR 11,000 - 15,000; Full time

Benefits offered by this job

Meal allowance

Bonus up to €100

Job summary

Cross Border Talents in Lisbon, Portugal, is seeking an Operations Customer Expert to provide frontline support for banking and payments inquiries via phone, email and chat, on-site.

The role requires 40 hours per week with rotating shifts, a focus on accuracy and compliance, and opportunities to coach colleagues and improve processes. Total compensation includes a monthly salary of 1,000–1,300 EUR plus meal allowance and a bonus up to 100 EUR.

Qualifications

• 12+ months of experience in banking or payments support.
• Experience with complaints, fraud/disputes, vulnerable customers, and card schemes (Mastercard/Visa).
• Excellent English communication skills (C1+).
• Strong customer service, problem-solving, decision-making and communication skills.
• Ability to work independently, manage multiple systems, and adapt quickly.
• Familiarity with Slack and GSuite is an advantage.

Responsibilities

• Handle customer enquiries and complex cases from start to resolution.
• Support fraud investigations, disputes, chargebacks, complaints, and vulnerable customers.
• Deliver excellent customer experiences while meeting performance targets.
• Coach colleagues, share knowledge, and contribute to process improvements.
• Adapt to changing customer and business needs while maintaining accuracy and compliance.

Skills

Banking support

Customer service

Complaint handling

Fraud awareness

English (C1+)

Tools

Slack

GSuite

Job description

HIRING: Operations Customer Expert

Location: Lisbon, Portugal

Work mode: On-site

Working Hours: 24/7 coverage, Monday–Sunday, with rotating shifts.

40 hours per week, 8‑hour shifts plus a 1‑hour lunch break.

Work Start date: 30/10/2026

Provide exceptional customer support as the first point of contact via phone, email, and chat, resolving banking and payments-related enquiries efficiently and professionally.

Key Responsibilities:

Handle customer enquiries and complex cases from start to resolution.

Support fraud investigations, disputes, chargebacks, complaints, and vulnerable customers.

Deliver excellent customer experiences while meeting performance targets.

Coach colleagues, share knowledge, and contribute to process improvements.

Adapt to changing customer and business needs while maintaining accuracy and compliance.

Requirements:

Minimum 12 months' experience in banking or payments support.

Experience with complaints, fraud/disputes, vulnerable customers, and Mastercard/Visa scheme rules.

Excellent English communication skills (C1+).

Strong customer service, problem‑solving, decision‑making, and communication skills.

Ability to work independently, manage multiple systems, and adapt quickly.

Familiarity with Slack and GSuite is an advantage.

Total compensation: €1000- €1300/month Inclusive Meal Allowance

Variable Bonus: Up to €100

Documentation: EU Passport or Portuguese residency permit