Consumer Experience Specialist

For our international client – a leading global company in the FMCG sector – we are currently seeking a Consumer Experience Specialist to join their Warsaw office. The person in this role will focus on ensuring a positive and seamless experience for consumers by handling their inquiries with empathy, efficiency and professionalism. The position also involves identifying and reporting product quality issues that may affect brand reputation, as well as close cooperation with internal stakeholders and external service providers.

Warszawa, mazowieckie

hybrydowa

umowa o pracę

Key responsibilities

Deliver a high-quality, consumer-focused service and ensure a positive brand experience.
Manage and resolve consumer inquiries and complaints in an empathetic, professional manner.
Oversee reimbursement and return processes, ensuring accuracy and timely completion.
Collaborate with Legal, Quality, R&D and Marketing teams to analyse and respond to consumer cases.
Identify product quality trends and share insights to support product and process improvements.
Support external call centre representatives in handling more complex consumer requests.
Communicate technical or product-related information in a clear, consumer-friendly way.
Ensure efficient case management and maintain full compliance with internal procedures.

Requirements

Excellent communication and interpersonal skills combined with a professional, polite manner.
Strong written communication skills and attention to detail.
Previous experience in customer service, consumer relations or complaints handling.
Independent and well-organised working style with strong ownership and accountability.
Ability to build effective relationships with both local and international stakeholders.
Fluency in Polish and English (spoken and written) is required.
Willingness to handle product returns.
Previous experience in the FMCG sector will be considered a strong asset.

What we offer

International working environment – the opportunity to collaborate with global teams and gain exposure to international markets.
Hybrid work model – flexibility to combine office and remote work.
Professional growth – access to structured development opportunities, internal training and career advancement within a global organisation.
Inclusive and supportive culture – a diverse workplace that values collaboration, respect and open communication.
Attractive compensation package – competitive salary and annual bonus scheme.
Additional benefits – private medical care, life insurance and a comprehensive wellbeing program.
Purpose-driven environment – work in a company that values integrity, responsibility and a genuine commitment to consumer satisfaction.