Operations Customer Expert – Polish Speaking (Lisbon)

About the role

We are looking for a Polish‑speaking Operations Customer Expert to join our team in Lisbon. You will provide first‑line support to pet parents of an airline‑related client, delivering accurate information and solutions across multiple channels.

Key responsibilities

• Handle inbound enquiries from pet parents via phone, email, chat and other supported channels.
• Provide accurate advice on Mars Petcare products and services, resolving cases on the first interaction whenever possible.
• Manage an individual caseload, prioritising urgent cases and escalating product, consumer or business risks promptly.
• Record complete and accurate customer information in the CRM system and capture feedback for continuous improvement.
• Meet individual and team KPIs, service levels and productivity targets.
• Participate in ongoing product, customer service and system training.

Required profile

• Fluent Polish (minimum C1) and English (minimum B2).
• Previous customer service or contact‑centre experience is an advantage.
• Strong communication, problem‑solving and organisational skills.
• Interest in pets and animal care; pet owners or experience in veterinary or pet‑care settings are a plus.

Required skills

• Experience with CRM systems.

What we offer

• Guidance and tools to reach your full potential.
• Private health insurance after contract signature (in addition to standard insurance).
• A dynamic, creative team with a positive and friendly atmosphere.
• Additional benefits and growth opportunities.