Our client is seeking a Customer Support Executive (Italian Speaking) to assist customers with their enquiries, troubleshoot app features and services, and monitor transactions for potential fraud. This role involves proactive and reactive customer support, identity verification, transaction reviews, and liaising with third-party providers. The position is based in the Isle of Man and offers a hybrid working environment.
Job Duties:
- Respond to customer queries across multiple channels, providing assistance with app features and services.
- Conduct identity verification and screening procedures.
- Review transactions, identify patterns, assess risks, and take appropriate action.
- Process withdrawals, transfers, and pending transactions after proper review.
- Handle system alerts, chargebacks, and transaction disputes in line with company guidelines.
- Identify and report suspicious activities related to money laundering or fraud.
- Liaise with third-party providers, merchants, and payment processors on behalf of customers.
- Assist with internal translations and content updates as required.
- Support operational projects or ad-hoc tasks as assigned.
Job Requirements:
- Proficiency in English and Italian.
- Minimum of two years' experience in a customer-facing role.
- Strong computer skills, including proficiency in Microsoft Office and excellent typing ability.
- Ability to handle repetitive or changing tasks for long periods while maintaining focus.
- Strong problem-solving skills with the ability to work under pressure and adapt to changes.
- Experience in online payments and fraud prevention (eCommerce, mCommerce).
- Knowledge of global document verification, KYC, and AML/CFT procedures.
- Experience in content management, including policy creation and translation.
What You’ll Love:
This role offers a competitive salary and benefits, including BUPA health and dental insurance, a pension scheme, hybrid working, free parking, and professional qualification support. Employees also enjoy 25 days of annual leave, an additional day for their birthday, access to an Employee Assistance Programme, and a modern office environment with regular social events.
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