Customer Service Specialist – Risk

1 dia atrás

Lisboa, Lisboa, Portugal Cbtalents Tempo inteiro
Customer Service Specialist – Risk & Fraud (German Speaking)

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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