Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services

As part of a European Service Centre operating within the banking sector, delivering a wide range of operational and technical services focused on supporting business processes and customer interactions, our mission is to provide high levels of efficiency, reliability, and service quality to internal and external stakeholders. We operate in a multicultural and multilingual environment, with teams based in Portugal, working closely with international partners.

Responsibilities

• Ensure the processing of incoming requests (phone calls, emails, etc.) from internal or external customers and partners, in compliance with defined quality standards, procedures, operational security, and confidentiality requirements
• Guarantee a high-quality customer relationship, actively contributing to customer satisfaction and promptly identifying and escalating dissatisfaction
• Ensure strict compliance with professional secrecy and data confidentiality
• Contribute to the continuous improvement of operational efficiency, by:
  • Sharing best practices and knowledge
  • Reporting malfunctions, anomalies, and incidents
  • Proactively proposing improvements to processes and organizational practices
  • Contributing to the update and maintenance of procedures and operating documentation

Main Functions

• Handle customer complaints, inquiries, and operational issues, including call management
• Collaborate effectively within a team environment, demonstrating adaptability and a results-oriented mindset
• Apply customer relationship techniques with rigor, resilience, and professionalism
• Use management, monitoring, and decision-support tools effectively
• Ensure proficient use of standard IT and office tool

• Minimum 3 years of experience as a Technical Support Advisor
• Strong knowledge of Data-related business activities (mandatory)
• Experience working in Agile environments
• Previous experience in a banking or financial services environment is considered a plus
• Excellent written and spoken communication skills in French
• Proven analytical and organizational skills
• Ability to understand business needs and translate them into technical or operational requirements
• Proactive, pragmatic, curious, and autonomous profile
• Strong team spirit and solid interpersonal skills

Languages

• French: C1 level
• English: B2 level

• Availability to travel within Portugal
• Availability to travel internationally, when required