Operations Customer Expert

Cross Border Talents; Sintra; On-site; EUR 36,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

Accommodation Support

Relocation Package

Workplace Perks

Competitive Compensation

Job summary

Cross Border Talents is seeking an Operations Customer Expert for the Italian market to be the first point of contact via phone, email, or chat. You will resolve inquiries quickly, provide empathetic, end-to-end service, and uphold company values in a dynamic 24/7 environment.

You will handle risk and fraud concerns, support vulnerable customers, and collaborate with teammates to improve processes. The role is based in Lisbon, with relocation and housing support offered.

Qualifications

• Fluent/native Italian with strong English communication.
• Empathy and ability to deliver end-to-end customer experiences.
• Independent decision-making with resilience.
• Strong collaboration and cross-team mindset.
• Proficient with Slack and GSuite; quick to learn new tools.

Responsibilities

• Resolve inquiries via chat, phone, or email with first-contact resolution.
• Own customer issues end-to-end, including complex cases.
• Assist with risk and fraud investigations and dispute handling.
• Support vulnerable customers with appropriate adjustments.
• Coach teammates and contribute to process improvements.
• Adapt to changing business and customer needs.

Skills

Italian language fluency

English communication

Customer-centric

Decision making

Collaboration & teamwork

Tech-savviness

Tools

Slack

GSuite

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).