English-speaking Customer Support Lisboa

English-speaking Customer Support
Lisboa
Lisboa, Lisboa, Portugal

Location: On-site

Full-time | Rotational Shifts

Key Responsibilities:

• Handle inbound and outbound customer interactions in English, via phone, email, and live chat.
• Assist with general banking and payment queries, including transaction issues, account access, and payment processing.
• Manage and resolve complaints, ensuring fair outcomes and customer satisfaction.
• Support vulnerable customers with empathy, care, and adherence to internal escalation protocols.
• Investigate and resolve fraud and dispute claims in line with Visa and Mastercard scheme rules.
• Accurately document all interactions, case notes, and
  - ups in the CRM system.
• Collaborate with internal fraud, compliance, and operations teams when needed.

Requirements:

• Fluent English speaker (-C2 level).
• Minimum 5 months' experience in:
  • General banking or payments support.
  • Handling fraud, disputes, or chargebacks (Mastercard or Visa rules).
  • Complaint resolution and/or support for vulnerable customers.
• Knowledge of financial regulations, fraud prevention best practices, and consumer protection policies is a strong advantage.
• Strong attention to detail and investigative skills.
• Excellent communication,
  - escalation, and
  - solving abilities.
• Ability to work in shifts (including evenings/weekends, depending on the project).
• EU citizenship or valid EU work permit required