Operations Customer Expert (Italian Market)

Cross Border Talents; Sintra; On-site; EUR 21,000 - 32,000; 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 to service the Italian market. You will be the first contact via phone, email, or chat, resolving inquiries quickly and using independent judgment across banking issues.

The role requires native/flu ent Italian with strong English, a customer-centric mindset, and the ability to own issues end-to-end, including fraud investigations and vulnerable customers. On-site in Lisbon with relocation support included.

Qualifications

• Language: Fluent/Native Italian with strong English.
• Customer-Centric: empathy, clarity, and ability to deliver end-to-end customer experiences.
• Decision Making: confident in handling complex cases with independence.
• Collaboration & Mindset: values-driven, risk-aware with EI and cross-team collaboration.
• Tech-Savvy: familiarity with Slack and GSuite and ability to learn new tools quickly.

Responsibilities

• Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution.
• Own customer issues end-to-end, including complex cases, while building trust.
• Support fraud investigations, dispute resolution and handle complaints with care.
• Identify and assist vulnerable customers and escalate when needed.
• Coach teammates and provide feedback to improve training and processes.
• Remain flexible and responsive to changing business and customer needs.

Skills

Fluent Italian

English fluency

Empathy

Customer-centric

Decision making

Collaboration

Tech-savvy

Slack

GSuite

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).