Operations Customer Expert (German Market) – Pet Nutrition | Lisbon, Portugal
Join an international customer care team supporting Mars Pet Nutrition and help pet parents across Germany
with product questions, guidance, and solutions—via phone, email, and chat.
About the client
Mars Pet Nutrition is part of Mars, Incorporated, focused on science-based nutrition for pets and well-known brands
across different life stages—driven by quality, innovation, and sustainability.
Your mission
As a frontline contact for pet parents, you’ll provide clear, helpful support and bring the “voice of the customer”
into the business—handling everything from general enquiries to escalated complaints.
Your day-to-day
- Manage inbound contacts across multiple channels related to pet nutrition products.
- Aim for first-contact resolution whenever possible.
- Own your caseload in an autonomous, solution-driven environment.
- Escalate sensitive/urgent topics and prioritize effectively to reduce business risk.
- Capture accurate customer data in the CRM for reporting and continuous improvement.
- Work towards team KPIs and service objectives.
What we’re looking for
- Native-level German (written and spoken).
- Comfortable communicating in English in an international workplace.
- Customer-first mindset, strong problem-solving, and good prioritization skills.
- Interest in animals—ideally you’re a pet parent or have experience with pets (e.g., pet sitting, dog walking, vet support).
- Confidence using digital tools and working across multiple systems.
Working hours
- 40 hours/week (8 hours/day + 1 hour lunch break).
- Rotational shifts, Monday to Friday, between 06:00 and 18:00.
Training
- 5 working days, 8 hours/day.
- Includes onboarding, software training, client/product training, customer management (phone/email/chat), and on-the-job practice.
- Training is paid proportionally if successfully completed; if you leave early, compensation is not paid.
Contract & benefits
- Expected 12-month contract (with the possibility of a permanent relationship after 2 years, depending on conditions).
- Private health insurance after contract signature (requires local tax & social security numbers).
- Meal allowance paid by card (tax-exempt under applicable rules).
- Portuguese public holidays apply; if you work on a public holiday, you get a compensatory day off (project approval required).
- 22 vacation days/year according to Portuguese law.
- Holiday + Christmas bonuses (typically split and paid monthly as a percentage on top of base salary).
- Trial period: 1 month after contract signature.
Accommodation option (for relocation candidates)
There is an option to stay in a room in a company-rented, furnished apartment for at least the first 14 months
(utilities included within responsible use). Apartments are typically 20–60 minutes from the workplace.
Availability is limited and generally applies to candidates living 100+ km away. No pets allowed in these apartments.
Ready to apply?
If you’re a German speaker who enjoys helping people (and loves the pet world), send us your CV and we’ll guide you through the next steps.
