Customer Experience Specialist: Online Reputation & Recovery
Pergolux GmbH
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Benefits offered by this job
Job summary
PERGOLUX is seeking a Customer Experience Specialist for Reviews & Social Care to monitor and improve online reputation across platforms, coordinate public responses, and drive resolutions with internal teams. You will de-escalate sensitive issues, ensure privacy, and translate feedback into operational improvements.
You will work with CRM and ticketing systems, tracking progress and providing monthly performance insights. Experience with US/NA markets and e-commerce is a plus.
Qualifications
- 3+ years in customer experience or online reputation management.
- Proven success improving review ratings and handling complaints.
- Excellent written and verbal English communication skills.
- Strong de-escalation, negotiation, and problem-solving abilities.
- Experience using CRM or ticketing systems and managing multichannel interactions.
Responsibilities
- Own and execute online reputation strategies to improve public review scores.
- Monitor reviews across Trustpilot, Google Reviews, BBB, Judge.me, and social platforms.
- Draft timely, empathetic public responses reflecting brand values.
- Lead service recovery and coordinate with multiple teams for resolution.
- Link customer complaints to Zendesk tickets and track progress.
Skills
Tools
Job description
PERGOLUX is seeking a Customer Experience Specialist for Reviews & Social Care to monitor and improve online reputation across platforms, coordinate public responses, and drive resolutions with internal teams. You will de-escalate sensitive issues, ensure privacy, and translate feedback into operational improvements.
You will work with CRM and ticketing systems, tracking progress and providing monthly performance insights. Experience with US/NA markets and e-commerce is a plus.
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