Customer Support Expert - (Portuguese Market)

About the Role Position Summary : Provide high-quality customer support, handle inquiries, manage requests, and track operations for Banco Montepio clients on a banking hotline. Location : Lisbon, Portugal. Contract Type : Initial training agreement, followed by a fixed-term contract (uncertain term) typically for 12 months (extendable for another 12 months, leading to a permanent contract after 2 years). Responsibilities Answer customer questions, process requests, and track banking operations while ensuring strict adherence to internal and regulatory procedures. Manage contacts efficiently through phone, email, and/or chat channels, focusing heavily on customer satisfaction, trust, and loyalty. Candidate Profile Education : 12th-grade education level, university attendance, or a bachelor's degree. Language Skills : Good command of the English language (preferred). Experience & Skills : Technical banking knowledge and contact center experience (inbound and/or outbound, preferably in banking) are preferred. Competencies : Excellent oral and written communication, strong interpretation and argument skills, customer and results orientation, computer literacy, resilience under pressure, and good teamwork skills. Working Hours & Conditions Schedule : 40 hours per week (8 hours per day plus a 1-hour lunch break), operating in rotating shifts from Monday to Sunday between 08:00 and 00:00. Night Shift Extra : A 29.00% hourly addition applies to work performed between 22:00 and 00:00 (including holidays). Holidays : Portuguese public holidays apply. Working on a public holiday grants a compensatory day off to be taken later with project approval. Compensation & Benefits Base Salary : 920.00 € gross per month. Holiday & Christmas Bonuses : Paid via monthly duodecimos, valued at 76.67 € each per month. Meal Allowance : 154.00 € per month (calculated at 7.00 € per day for 22 working days), paid on a prepaid card and tax-exempt. Productivity Bonus : Variable monthly performance bonus (team average around 100.00 € gross). Total Estimated Gross Monthly Package : Approximately 1,227.33 € gross (excluding variable performance bonus). Perks : Private health and dental insurance from day one of the employment contract (requires NIF and Social Security number), free healthy meals at cafeterias (soup, salad, fruit), certified training courses, and company events (surf classes, yoga, cooking workshops, football tournaments). Training Details Duration : 23 business days, scheduled from 9:00 AM to 6:00 PM. Training Compensation : Compensated at 10.00 € per day (50.00 € per week) for successful completion, paid without social security deductions since an employment contract is signed upon successful graduation.