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. 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!