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Customer Operations Agent – Spanish with Banking Experience open_in_new
explore Lisbon , Portugal
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DESCRIPTION
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
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.
REQUIREMENTS
- C1/C2 level of Spanish and at least 1 year of experience in Banking, Financial Services, or Insurance either in Spain or serving the Spanish 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.