Global Customer Feedback Specialist

Autodoc Group; Lisboa; Hybrid; EUR 32,000 - 42,000; Full time

Job summary

AUTODOC is seeking a Specialist Customer Feedback to maintain customer satisfaction and strengthen the company's online reputation across channels like CRM, email, social media and app stores. You will handle reviews, complaints and inquiries with empathy and problem-solving, reporting to the Senior Supervisor Customer Feedback.

You will work with internal teams to identify root causes, ensure timely resolutions, and maintain alignment with SLA, KPI, and quality standards in a fast-paced

Qualifications

• Experience in Customer Support, Care, Complaint Management, Customer Feedback, Reputation Management.
• Fluent English and Swedish — written and spoken.
• Excellent written communication with adaptability to different customer situations.
• Strong customer focus, empathy and problem-solving abilities.
• Outbound calling and challenging conversations handling experience.
• Ability to work independently and own cases to resolution.
• Familiarity with CRM systems, Microsoft Office, spreadsheets, email, social media, and review platforms.

Responsibilities

• Process customer reviews, emails, complaints, and inquiries across multiple channels.
• Provide empathetic, professional responses aligning with Tone of Voice standards.
• Analyze cases to identify root causes and resolve issues end-to-end.
• Keep customers informed during resolution and fulfill commitments.
• Handle escalated cases using internal tools and procedures.
• Conduct outbound calls when required to resolve complex cases.
• Identify recurring issues and escalate to Supervisor Customer Feedback.
• Adhere to SLA, WFM, productivity, quality, and KPI requirements.

Skills

Customer support

Complaint management

Reputation management

Fluent English

Swedish

Active listening

Problem solving

Outbound calling

Empathy

Analytical thinking

AI-powered tools

Tools

CRM systems

Microsoft Office

Spreadsheets

Email platforms

Social media tools

Online review platforms

Job description

AUTODOC is seeking a Specialist Customer Feedback to maintain customer satisfaction and strengthen the company's online reputation across channels like CRM, email, social media and app stores. You will handle reviews, complaints and inquiries with empathy and problem-solving, reporting to the Senior Supervisor Customer Feedback.

You will work with internal teams to identify root causes, ensure timely resolutions, and maintain alignment with SLA, KPI, and quality standards in a fast-paced