🌍 Lisbon, Portugal — Digital Banking
About the role
As a Customer Service Representative for the Spanish market, you will provide exceptional customer support for a major digital banking client. You'll handle customer enquiries through chat, email, or phone, helping Spanish-speaking users resolve their issues quickly and effectively. This role is ideal for native Spanish speakers with strong customer service skills who want to work in an international environment.
About the project
Groundbreaking digital bank transforming how people manage money. Founded in the UK in 2015, the company quickly became the go-to choice for modern banking — transparent, smart, and customer-first. Through its sleek app, it empowers customers with instant notifications, budgeting tools, and fee-free spending abroad. It's not just a bank — it's banking the way it should be.
Key responsibilities
- Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution
- Handle customer issues end-to-end, ensuring fairness and care
- Support fraud investigations, disputes (including chargebacks), and complaints
- Identify and assist vulnerable customers, escalating when needed
- Coach and mentor peers, providing feedback to improve processes
- Stay flexible and responsive to business and customer needs
Candidate profile
- Native Spanish speaker (C2 level)
- C1 minimum level in English
- At least 12 months of experience in customer service
- No banking or financial services experience required
- Excellent communication and empathy
- Confident decision-making and problem-solving
- Adaptable, proactive, and a team player
- Familiarity with tools such as Slack and GSuite
Contract conditions
- Location
- Oriente, Lisbon, Portugal
- Hours
- 40h/week (rotational shifts, 24/7 operation)
- Holidays
- 22 days per year (Portuguese calendar)
Training
- 12-day full-time paid training
- On-the-job coaching and performance feedback
Benefits
- Competitive base salary
- Holiday & Christmas bonuses (paid monthly)
- Meal allowance (€7/day, prepaid card)
- Health & dental insurance (after contract signature)
- Up to €100 productivity bonus/month
- Career progression opportunities
Relocation package
- Airport pick-up upon arrival
- Flight refund after 9 months in the company
- Accommodation in a shared flat with other employees
Why apply
Work on Prestigious International Projects
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