Customer Feedback & Reputation Specialist (Remote)

AUTODOC; Lisboa; Hybrid; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working model

International team

Growth opportunities

Job summary

AUTODOC is seeking a Specialist Customer Feedback to maintain high customer satisfaction and strengthen our online reputation across multiple channels. You will handle reviews, complaints, and inquiries with empathy and precision, aiming to resolve issues and improve processes.

You will report to the Senior Supervisor Customer Feedback and collaborate with internal teams to identify root causes and implement solutions, while upholding our Tone of Voice and SLA guidelines.

Qualifications

• Experience in Customer Support, Customer Care, Complaint Management, or Reputation Management.
• Fluent English and Swedish (written and spoken).
• Excellent written communication and ability to adapt style to different customers.
• Strong customer focus, empathy, and willingness to help.
• Active listening and problem-solving abilities.

Responsibilities

• Process reviews, emails, complaints, and inquiries across channels.
• Provide professional, empathetic responses following Tone of Voice standards.
• Analyze cases to understand customer needs and root causes.
• Manage cases end-to-end from initial contact to resolution.
• Keep customers informed and fulfill commitments.
• Handle escalated complaints using internal tools and processes.
• Conduct outbound calls when needed to resolve cases.
• De-escalate conversations and guide to satisfactory outcomes.
• Use loyalty and compensation tools appropriately to protect relationships.
• Identify recurring issues and escalate to Supervisor Customer Feedback.
• Follow SLA, WFM, productivity, quality, and KPI requirements.
• Maintain productivity at least 85% of team benchmark.
• Adhere to data protection, consumer laws, and platform rules.
• Improve clarity and quality of customer communications.

Skills

Customer Support

Communication

Empathy

Problem-solving

Ownership

Active listening

Outbound calls

Analytical skills

Conflict handling

Adaptability

Tools

CRM systems

Microsoft Office

Spreadsheets

Email

Social media

Online review platforms

AI tools for text processing

Job description

AUTODOC is seeking a Specialist Customer Feedback to maintain high customer satisfaction and strengthen our online reputation across multiple channels. You will handle reviews, complaints, and inquiries with empathy and precision, aiming to resolve issues and improve processes.

You will report to the Senior Supervisor Customer Feedback and collaborate with internal teams to identify root causes and implement solutions, while upholding our Tone of Voice and SLA guidelines.