Customer Support Executive, Italian Speaking

We are looking for someone to assist MuchBetter’s customers through different communications channels in their languages of proficiency and other languages with the help of translation tools and existing content. They will provide customer support proactively and reactively to ensure the continued and smooth operation of the business, by guiding customers and troubleshooting the use of the app, features and services as well as monitoring for potential fraud and run proper customer verification processes.

Job responsibilities:
Review, investigate, and answer customer queries through different contact channels to assist customers in the use of the MuchBetter app, features, and services
Run proper screening and verification of identity proactively and reactively
Review transactions, identify patterns, assess risk and take appropriate action
Process withdrawals, transfers and complete any pending transactions after proper review
Handling system and transaction alerts per company’s guidelines and current instructions
Proactively and reactively handling chargebacks, returns (and the respective investigation and disputes) as well as any reversed transactions
Identify and report any suspicious activity, potential money laundering, or terrorist funding activities per company policies to our MLRO
Liaise with third party providers, suppliers, merchants, or payment processors on behalf of our customers and the business
Assist with internal translations and content updates as needed
Ad-hoc projects or tasks within operations or for teams as assigned by the Head of Operations.

Experience Required:
Proficient in English and Italian
At least 2 years of experience in a customer facing role.
Proven experience with the use of Microsoft Office products.
Excellent computer skills & great typing skills.

Desired experience:
Knowledge and experience in online payments and fraud prevention (eCommerce, mCommerce).
Knowledge and experience with global document verification, KYC and AML/CFT procedures.
Content management experience (template and policy/procedure creation, editing and translation).

Benefits:
Competitive Salary
Bupa Health & Dental Care for you and your family
Aviva Pension Scheme
26 holiday days plus national bank holidays
Hybrid working
Professional Qualification Support
Employee Assistance Programme
Celebration and wellbeing events
New, modern office
Free parking

For more information and to apply please contact HR@rtekk.com