David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit an German speaking Customer Support for their office in Lisbon.  

Position: Customer Support

Location: Lisbon, Portugal 

Employment type: Full-time (6 month contract)

Remuneration: Base salary

About the role.
You will support customers while monitoring transactions, identifying suspicious activity, and assisting with fraud-related investigations. By combining customer interaction with analytical review, you will help protect transactions, maintain customer trust, and support operational integrity through accurate documentation and collaboration with internal teams.

DUTIES AND RESPONSIBILITIES:

• Monitor transactions and user activity to identify suspicious or fraudulent behavior.

• Use internal tools, reports, and alerts to detect, investigate, and escalate fraud cases.

• Conduct end-to-end fraud investigations and ensure accurate, thorough case documentation.

• Analyze operational losses, identify root causes, and contribute to prevention strategies.

• Ensure compliance with internal controls and regulatory requirements, including AML and KYC.

• Support the implementation and continuous improvement of fraud detection systems and controls.

• Collaborate with Legal, Compliance, Customer Service, and other internal stakeholders.

• Prepare clear reports and communicate investigation outcomes to management and relevant teams.
  

REQUIREMENTS:

• Native/fluent in German both verbal and written (C2 level). Fluent in English (minimum B2 level)

• Minimum 2 years of experience in an e-commerce fraud environment, or at least 2 years in customer service with exposure to fraud, abuse, or cybercrime investigations.

• Strong analytical and detail-oriented mindset with the ability to document cases using defined guidelines and templates.

• Proven ability to gather and assess information from multiple sources to support investigation hypotheses.

• Proactive, eager to learn, and comfortable taking initiative in problem-solving.

• Results-driven with strong prioritization and problem-solving skills.

• Meticulous, well-organized, and able to handle disputes and urgent situations calmly.

• Confident user of Microsoft Word and Excel.

• Working schedule: Monday - Sunday, 08:00 to 23:00 (rotative shifts).

BENEFITS:

• Opportunity to work in a fast-paced e-commerce environment with real impact on customer trust and platform integrity.

• Exposure to cross-functional collaboration with Legal, Compliance, and operational teams.

• Professional growth through hands-on fraud investigation and continuous improvement initiatives.

• Competitive compensation and benefits package aligned with experience and performance.

• Support from colleagues with coaching and mentoring opportunities

• Health and Wellbeing initiatives

• Monthly meal allowance and much more