Operations Customer Expert - Polish

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy. They are seeking to onboard a Polish-speaking Operations Customer Expert to join their teams in Lisbon.

Position: Operations Customer Expert (Polish)

Location: Lisbon, Portugal

Work model: on-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Handle inbound pet parent enquiries across phone, email, chat and other supported channels

• Provide accurate advice and solutions regarding Mars Petcare products and services

• Manage enquiries ranging from general product questions to sensitive or escalated complaints

• Aim to resolve customer cases during the first interaction whenever possible

• Manage an individual caseload and independently identify suitable resolutions

• Prioritise urgent cases and escalate potential product, consumer or business risks promptly

• Record complete and accurate customer information within the CRM system

• Capture consumer feedback to support product, service and process improvements

• Deliver customer service in line with Mars values and defined quality standards

• Meet individual and team KPIs, service levels and productivity targets

• Participate in ongoing product, customer service and system training.

REQUIREMENTS:

• Fluent in the required project language (C1 minimum) and English (B2 minimum)

• Previous customer service or contact centre experience is an advantage

• Strong communication and interpersonal skills

• Customer-focused with excellent problem-solving abilities

• Comfortable handling phone, email, and chat interactions

• Good computer skills and ability to work with CRM systems

• Ability to work independently while contributing to a team environment

• Strong organisational skills and attention to detail

• Interest in pets and animal care

• Pet owner or previous experience working with animals (e.g. veterinary, pet care, dog walking, cat sitting) is an advantage

• Experience working with CRM, ticketing systems, or customer support platforms is an advantage.

OFFER:

• Guidance and tools to reach your full potential

• Private health insurance after contract signature (additional to standard insurance)

• A dynamic and creative team with positive and friendly atmosphere

• And much more!