Customer Operations Agent for Banking industry – English speaker in Lisbon

What you can expect

Are you passionate about delivering exceptional customer support and making a real impact? As a Customer Operations Agent, you’ll be the first point of contact for our customers – whether it’s via phone, email, or chat – resolving enquiries quickly and effectively.

Our Client

Launched in 2015 in the UK, our client is a game-changing digital bank that is redefining the way we manage money. They entered the scene with a bold vision: to make banking smart, transparent, and truly customer-focused. No more confusing fees, no more waiting in lines, just a sleek, intuitive app that puts users in full control of their finances. From instant notifications to budgeting tools and fee-free spending abroad, it quickly became the go-to choice for a new generation. It’s not just a bank – it’s banking the way it should be.

What you'll do

• Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution while providing an excellent experience;
• Own customer issues end-to-end, including complex cases, while building trust and embodying the company’s values;
• Support fraud investigations, dispute resolution (including chargebacks), and complaints with care, fairness, and attention to detail;
• Identify and assist vulnerable customers, making necessary adjustments and escalating when needed;
• Coach teammates and provide feedback to improve training and processes;
• Remain flexible and responsive to changing business and customer needs.

What you'll need

• C1/C2 level of English and at least 1 year of experience in Banking, Financial Services, or Insurance either in Ireland or serving the Irish market from abroad;
• Previous experience in supporting vulnerable customers, and complaints handling, or Fraud and Disputes with experience of Mastercard or Visa scheme rules (minimum of 12 months);
• Experience in practicing excellent customer service principles;
• Prior demonstrated experience of working to targets.

Benefits

• Health Insurance from the moment you join our team;
• Relocation assistance – TP Housing + initial and annual flights;
• Guaranteed meal allowance included on top of your base salary;
• Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit;
• Access Portuguese language courses, sport activities and social events;
• Grow with us through our initial and continuous training and personal development;
• Easy public transport access to our offices.