English-speaking Customer Support

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 follow-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, de-escalation, and problem-solving abilities. Ability to work in shifts (including evenings/weekends, depending on the project). EU citizenship or valid EU work permit required