D
On-siteFull-timeMid levelCustomer Support
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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!