• Deliver outstanding customer support via phone calls and emails • Support customers with basic network connectivity issues, including Wi-Fi and Ethernet troubleshooting • Identify root causes of technical problems and provide clear, step-by-step solutions to non-technical users • Document issues, resolutions, and troubleshooting steps accurately in the system • Escalate complex or unresolved issues to the appropriate teams when needed • Handle sensitive customer data with care and security • Communicate with developers and cross-functional specialists.

• Inbound/Outbound Calls • Deliver the highest level of customer service experience consistently • Manage customer accounts and provide technical support • Application Data Entry • Online chat inquiries as assigned • Interpret and follow defined procedures and policies • Creative problem-solving skills • Flexibility and adaptability to changing projects and updates • Time and task management (multitasking and task prioritization) • Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams • Adhere to regulated guidelines for communications via all channels

• Inbound/Outbound Calls • Deliver the highest level of customer service experience consistently • Manage customer accounts and provide technical support • Application Data Entry • Online chat inquiries as assigned • Interpret and follow defined procedures and policies • Creative problem-solving skills • Flexibility and adaptability to changing projects and updates • Time and task management (multitasking and task prioritization) • Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams • Adhere to regulated guidelines for communications via all channels

Role Description Mercier Consultancy Group is currently seeking a talented and motivated Italian Speaking Customer Agent For FinTech Department to join a dynamic, fast-growing financial technology team based remotely within Greece. This is an outstanding opportunity for Italian-speaking professionals who are passionate about the FinTech sector and eager to build a rewarding career supporting customers across cutting-edge digital finance platforms. Key Responsibilities - Deliver professional, empathetic, and efficient customer support to Italian-speaking clients across digital banking, payment processing, and other FinTech services via phone, email, and live chat. - Assist customers with account inquiries, transaction issues, digital wallet management, and onboarding to FinTech platforms, ensuring a seamless and positive user experience. - Identify, investigate, and resolve customer concerns related to financial transactions, payment disputes, and account security in a timely and compliant manner. - Educate Italian-speaking customers on the features, products, and services offered by the FinTech platform, promoting digital financial literacy and product adoption. - Accurately document all customer interactions, issues, and resolutions within the CRM system, maintaining detailed and precise records in line with FinTech regulatory standards. - Collaborate closely with internal technical, compliance, and fraud prevention teams to escalate complex issues and ensure full resolution for the customer. - Monitor and flag suspicious account activity or potential fraud cases, adhering strictly to KYC (Know Your Customer) and AML (Anti-Money Laundering) protocols. - Contribute to continuous service improvement by providing structured customer feedback and insights to team leaders and quality assurance departments. Qualifications - Native or fluent Italian language skills (spoken and written) are essential for this role. - Valid EU passport or EU citizenship (mandatory requirement). - A solid understanding of or genuine interest in the FinTech industry, including digital payments, online banking, cryptocurrency, or financial services technology. - Strong problem-solving abilities with a customer-first mindset and the capacity to handle sensitive financial inquiries with discretion and professionalism. - Proficiency in English at a communicative level for internal team collaboration and documentation purposes. - Previous experience in a customer service, contact centre, or financial services support role is considered a significant advantage. - Familiarity with CRM systems, ticketing tools, and digital communication platforms is desirable. - Ability to work effectively in a remote environment, demonstrating strong self-motivation, time management, and organizational skills. Benefits - Competitive Monthly Salary reflecting your skills and experience in the FinTech customer support field. - Monthly Performance Bonus rewarding your dedication, quality of service, and individual results. - 2 Extra Salaries Per Year in the form of a 13th and 14th salary. - Fully Paid Relocation Package including return flight, airport transfer, and hotel accommodation. - Fully Paid Professional Training to equip you with all the FinTech-specific knowledge, tools, and customer service skills you need to excel in this role from day one. - Comprehensive Health Insurance coverage for your peace of mind throughout your employment. - A remote working setup within Greece, offering you flexibility, comfort, and a healthy work-life balance. - Clear career development and progression pathways within a growing international FinTech environment. - A supportive, multicultural, and inclusive team culture where Italian-speaking professionals are genuinely valued. - And Much More — including ongoing learning opportunities, employee wellness initiatives, and the prestige of working with Mercier Consultancy Group's premium client portfolio.