Customer Support Agent - Fraud & Payments

Summary

Join our team in Portugal for an exciting remote opportunity in Customer Support, Fraud Prevention, and Payments! This role with a world-renowned tech company allows you to provide top-tier service and innovative solutions from your home in mainland Portugal. You will handle inbound and outbound calls, manage back-office tasks, and interact with payment partners. The position requires excellent communication skills (C2 Dutch, B2 English), problem-solving abilities, and attention to detail. We offer an attractive compensation package, private health insurance, personal and career development programs, and a relocation package for those in Lisbon.

Requirements

• Ability to work quickly and efficiently under deadline pressure
• Very good accuracy and attention to detail, understanding that small details can make the biggest difference
• Proven ability to work and make decisions with minimal supervision
• Proactively utilize strong problem-solving skills to deliver customer-focused solutions
• Working in a back-office environment with customer satisfaction in mind
• Excellent written and verbal communication skills. C2 level of Dutch, B2 level of English
• Interest in self and team KPIs – focusing on what can be done instead of what cannot be

Responsibilities

• Handling inbound calls from customers replying to a callback request that we have sent to them is mandatory
• Specialists perform outbound calls whenever applicable to clarify further information with customers
• Back office is the core of the role
• Interaction with payment partners to ensure the accurate and timely processing of payments by credit card, debit card, bank transfer, loan and leasing
• Processing of customer related queries concerning payments, refunds, VAT related changes, amending and re-printing invoices, raising credit/debit memos and reconciliation
• Liaison and key support role for Sales, Sales Support, Finance on daily operational issues, problem escalation and resolution

Preferred Qualifications

• Knowledge of SAP is an advantage; otherwise, we can help with that
• Extraordinary teammate, thriving in an environment where camaraderie matters

Benefits

• Attractive compensation package
• Private health insurance from first day
• Personal and career development programs and mentoring to develop skills
• Possibility to participate in a growing multicultural project
• Work in a diverse environment with people from over 75 nationalities
• We promote inter-company mobility to work at any of our sites around the world
• Workplace: Work remote in Portugal mainland
• Equipment provided by the company
• Relocation package for those candidates willing to work from Lisbon. Accommodation and bills provided by the company in this case
• Working hours: 8h per day, 5 days per week from 7 am to midnight rotational (some weekends included)