Customer Service Specialist – Risk
Há 2 dias
Location: Lisbon, Portugal – On-site
Start Date:
8 January 2026
Working Schedule:
- Monday to Sunday
- Rotative shifts between 08:00 – 23:00
- Days Off: 2 rotational days
Role Overview:
As a Customer Service Specialist – Risk & Fraud, you will support users within the German-speaking market, handling sensitive cases related to e-commerce fraud, abuse, and risk-related investigations. You will play a key role in identifying suspicious activity, supporting investigations, and ensuring a safe and trustworthy user experience while delivering high-quality customer support.
Key Responsibilities:
- Provide customer support via email, chat, and/or phone in German and English
- Handle cases related to e-commerce fraud, abuse, and risk incidents
- Review, analyze, and investigate suspicious transactions and user behavior
- Apply internal policies and procedures to assess risk and recommend appropriate actions
- Escalate complex or high-risk cases to relevant internal teams
- Maintain accurate documentation and case records
- Meet quality, productivity, and compliance KPIs
- Collaborate with cross-functional risk and trust & safety teams
Mandatory Requirements:
- Fluent German and advanced English
- Minimum 2 years of experience in an e-commerce fraud environment
- At least 2 years of customer service experience
- Experience in fraud investigation, abuse, or cybercrime is a strong plus
- Strong analytical and problem-solving skills
- High attention to detail and risk awareness
- Ability to work in rotational shifts, including weekends
Compensation & Benefits:
- Base Salary: 1,100€ (paid over 14 months) €15,400/annually; €1,100 per month, paid over 14 months or €1,283,33 per month, paid over 12 months
- Complexity Bonus: 100€ (paid over 11 months)
- Meal Allowance: 7.63 € per day
- Health Insurance: since day 1 (free after 6 months of contract.)
Accommodation – The Game Changer
- Immediate access to a shared apartment (private room) upon arrival
- All utilities included
- Fixed cost of €280/month, deducted directly from your payslip
- No deposit, agency fees, or upfront rental costs
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