Operations Customer Expert (Polish)
Description
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
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Handle inbound pet parent enquiries across phone, email, chat and other supported channels
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Provide accurate advice and solutions regarding Mars Petcare products and services
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Manage enquiries ranging from general product questions to sensitive or escalated complaints
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Aim to resolve customer cases during the first interaction whenever possible
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Manage an individual caseload and independently identify suitable resolutions
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Prioritise urgent cases and escalate potential product, consumer or business risks promptly
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Record complete and accurate customer information within the CRM system
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Capture consumer feedback to support product, service and process improvements
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Deliver customer service in line with Mars values and defined quality standards
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Meet individual and team KPIs, service levels and productivity targets
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Participate in ongoing product, customer service and system training.
REQUIREMENTS
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Fluent in the required project language (C1 minimum) and English (B2 minimum)
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Previous customer service or contact centre experience is an advantage
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Strong communication and interpersonal skills
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Customer-focused with excellent problem-solving abilities
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Comfortable handling phone, email, and chat interactions
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Good computer skills and ability to work with CRM systems
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Ability to work independently while contributing to a team environment
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Strong organisational skills and attention to detail
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Interest in pets and animal care
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Pet owner or previous experience working with animals (e.g. veterinary, pet care, dog walking, cat sitting) is an advantage
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Experience working with CRM, ticketing systems, or customer support platforms is an advantage.
OFFER
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Guidance and tools to reach your full potential
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Private health insurance after contract signature (additional to standard insurance)
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A dynamic and creative team with positive and friendly atmosphere
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And much more!