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. The employee would support customers of an airline company.
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!