Operations Customer Expert (Italian Market)

Cross Border Talents; Estoril; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Health Insurance

Accommodation Support

Relocation Package

Workplace Perks

Job summary

Cross Border Talents in Lisbon, Portugal, seeks an Operations Customer Expert for the Italian market. You will be the first contact via phone, email, or chat, resolving inquiries quickly while following processes and using independent judgment.

You will own cases end-to-end, support fraud investigations, and assist vulnerable customers, collaborating with teams. The role includes relocation assistance and a 40-hour week in a 24/7 environment, onsite in Lisbon.

Qualifications

• Fluent/native in Italian and strong English communication.
• Demonstrated empathy and ability to deliver end-to-end customer experiences.
• Confident decision-maker for complex cases with independence and fairness.
• Values-driven, risk-aware with strong emotional intelligence and cross-team collaboration.
• Proficient with Slack and GSuite; quick to learn new tools.

Responsibilities

• Resolve a wide range of customer queries via chat, call, or email with first-contact resolution.
• Own customer issues end-to-end, including complex cases, maintaining trust and company values.
• Assist in fraud investigations, disputes, and chargebacks with careful handling of complaints.
• Identify and support vulnerable customers, escalating when needed.
• Coach teammates and contribute to training and process improvements.
• Remain flexible to changing business and customer needs.

Skills

Italian (native/fluent)

English proficiency

Customer-centric

Decision making

Collaboration mindset

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).