Operations Customer Expert

HIRING: Operations Customer Expert

Location: Lisbon, Portugal

Work mode: On-site

Working Hours: 24/7 coverage, Monday–Sunday, with rotating shifts.

40 hours per week, 8-hour shifts plus a 1-hour lunch break.

Work Start date: 30/10/2026

Provide exceptional customer support as the first point of contact via phone, email, and chat, resolving banking and payments-related enquiries efficiently and professionally.

Key Responsibilities:

Handle customer enquiries and complex cases from start to resolution.

Support fraud investigations, disputes, chargebacks, complaints, and vulnerable customers.

Deliver excellent customer experiences while meeting performance targets.

Coach colleagues, share knowledge, and contribute to process improvements.

Adapt to changing customer and business needs while maintaining accuracy and compliance.

Requirements:

Minimum 12 months' experience in banking or payments support.

Experience with complaints, fraud/disputes, vulnerable customers, and Mastercard/Visa scheme rules.

Excellent English communication skills (C1+).

Strong customer service, problem-solving, decision-making, and communication skills.

Ability to work independently, manage multiple systems, and adapt quickly.

Familiarity with Slack and GSuite is an advantage.

Total compensation: €1000- €1300/month Inclusive Meal Allowance

Variable Bonus: Up to €100

Documentation: EU Passport or Portuguese residency permit