Operations Customer Expert (M/F)

Pessoas&Propósito, Lda; Lisboa; On-site; EUR 18,000 - 24,000; Full time

Benefits offered by this job

Base Salary + holiday and Christmas allowances

Meal Allowance (tax-free)

Performance Bonus

22 vacation days per year

Paid training with certification

Job summary

A leading digital bank in Lisbon is seeking an Operations Customer Expert (M/F) to support English-speaking customers via phone, email, and chat. Responsibilities include resolving banking queries, managing disputes, and supporting fraud prevention. Candidates should have at least 1 year in customer service and a valid residence permit. The role offers a competitive salary and benefits including meal allowances, a performance bonus, and 22 vacation days. This is an opportunity to grow within a fast-paced and multicultural environment.

Qualifications

• Minimum 1 year in Customer Service or BFSI (Banking, Financial Services, Insurance) in Ireland.
• Ability to make decisions on complex cases with fairness and resilience.
• Valid residence permit in Portugal allowing legal work.

Responsibilities

• Support English-speaking customers via phone, email, and chat.
• Deliver first-contact resolution for banking-related queries.
• Manage cases end-to-end, including complex disputes.
• Support fraud prevention and investigation processes.
• Identify vulnerable customers and assist them.
• Adapt to new tools and evolving business needs.

Skills

Fluency in English (C1)

Strong communication skills

Problem-solving skills

Empathy

Decision-making

Job description

About the job Operations Customer Expert (M/F)

About the Project

We are partnering with a leading digital bank from the UK that is transforming how people manage their finances. Known for its innovation, transparency, and customer-first approach, this bank has quickly become a reference for a new generation that values smart and accessible banking.

Join our team in Lisbon and help shape the future of digital banking!

Your Role

As an Operations Customer Expert, you will support English-speaking customers via phone, email, and chat. Youll ensure a seamless experience, resolving enquiries with professionalism, empathy, and efficiency.

Main responsibilities:

Delivering first-contact resolution for a wide range of banking-related queries.

Managing cases end-to-end, including complex disputes and complaints.

Supporting fraud prevention and investigation processes.

Identifying and assisting vulnerable customers.

Sharing best practices with peers to continuously improve the customer journey.

Adapting to new tools and evolving business needs.

What Were Looking For

Fluency in English (C1) with a clear Irish accent both written and spoken.

Mandatory: Valid residence permit in Portugal that allows you to work legally.

• Experience: Minimum 1 year in Customer Service or BFSI (Banking, FinancialServices, Insurance) in Ireland.

Strong communication, empathy, and problem-solving skills.

Ability to make decisions on complex cases with fairness and resilience.

Adaptability to work in a dynamic, multicultural environment.

What We Offer

Base Salary+ holiday and Christmas allowances paid monthly.

Meal Allowance(meal card, tax-free).

Performance Bonus.

22 vacation days per year under Portuguese law.

Paid training with certification upon successful completion.

Work Schedule

24/7 availability with rotational shifts.

40h per week (8h/day + 1h lunch break).

Flexibility to work weekends and public holidays (with compensatory days off).

Why Apply?

Be part of a fast-growing international project in the financial services sector.

Join a multicultural and dynamic team in Lisbon.

Develop a long-term career in a future-proof industry.

Ready to take on this challenge?
Apply today and help shape the future of digital banking!