Remote Customer Feedback Specialist - CX & Reputation

Autodoc; Lisboa; Remoto; EUR 23.000 - 32.000; Tempo pieno

Vantaggi offerti da questo lavoro

Direct impact on customer satisfaction

International and dynamic environment

Growth opportunities within Customer-C

Descrizione del lavoro

AUTODOC is seeking a Specialist Customer Feedback to uphold high customer satisfaction and strengthen our online reputation. You will handle reviews, complaints, and inquiries across CRM, email, social media, and app stores, delivering professional responses while uncovering root causes and driving positive resolutions.

You will report to the Senior Supervisor Customer Feedback and collaborate with cross-functional teams to reduce recurring issues and improve processes.

Competenze

• Fluent English and Swedish, both written and spoken.
• Experience in Customer Support, Customer Care, Complaint Management, or related field.
• Excellent written communication and empathy.
• Ability to handle complex or emotional customer interactions.

Mansioni

• Process customer reviews, emails, complaints, and inquiries across channels.
• Provide professional, empathetic responses following Tone of Voice guidelines.
• Analyze cases to understand customer needs and root causes.
• Manage cases end-to-end from first contact to resolution.
• Keep customers informed and fulfill commitments.
• Escalate and resolve complex complaints using internal tools.
• Conduct outbound calls when required.
• De-escalate conversations and guide to satisfactory resolutions.
• Use loyalty and compensation tools appropriately to protect relationships.
• Identify recurring issues and elevate them to the Supervisor Customer Feedback.
• Follow SLA, WFM, productivity, quality, and KPI requirements.
• Maintain productivity at least 85% of the team benchmark.
• Adhere to data protection policies and consumer regulations.

Conoscenze

Customer Support

Complaint Management

Reputation Management

CRM systems

Microsoft Office

Communication

Strumenti

CRM systems

Microsoft Office

Spreadsheets

Email

Social media

Online review platforms

Descrizione del lavoro

AUTODOC is seeking a Specialist Customer Feedback to uphold high customer satisfaction and strengthen our online reputation. You will handle reviews, complaints, and inquiries across CRM, email, social media, and app stores, delivering professional responses while uncovering root causes and driving positive resolutions.

You will report to the Senior Supervisor Customer Feedback and collaborate with cross-functional teams to reduce recurring issues and improve processes.