🌍 Lisbon, Portugal
About the role
As an Operations Customer Expert, you will play a vital role in providing exceptional customer support for a major digital banking client. You'll handle customer enquiries through chat, email, or phone, helping users resolve their issues quickly and effectively while maintaining a high standard of professionalism and empathy.
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
- C1/C2 level English proficiency
- At least 12 months in customer service, banking, financial services, or insurance
- Experience in Irish market mandatory
- 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 €300 productivity bonus/month
- Career progression opportunities
Relocation package
- Accommodation in a company apartment (utilities and cleaning included)
- Paid travel expenses to Portugal and one annual trip home
- Legal and administrative support (visa, ID, housing)
- Local language classes
Why apply
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