Remote Swedish Customer Feedback Specialist

Autodoc; Lisboa; Remote; EUR 21,000 - 32,000; Full time

Job summary

AUTODOC is seeking a Specialist Customer Feedback specialist to maintain high customer satisfaction and strengthen the company's online reputation. You will manage reviews, complaints, and inquiries across CRM, email, social media, and app stores, providing professional and empathetic responses while identifying root causes and ensuring resolutions.

You will report to the Senior Supervisor Customer Feedback and collaborate with internal teams to address recurring issues and improve processes.

Qualifications

• Experience in Customer Support or related field.
• Fluent English and Swedish written and spoken.
• Excellent written communication skills and the ability to adapt communication style.
• Strong empathy and problem-solving skills.
• Ability to handle objections and conflicts professionally.
• Experience with outbound calls is beneficial.
• Ability to work independently and take ownership of cases.

Responsibilities

• Process customer feedback across CRM, email, social media, and review platforms.
• Provide professional, empathetic responses in line with guidelines and Tone of Voice.
• Analyze cases to understand customer needs and root causes.
• Manage cases end-to-end from initial contact to resolution.
• Keep customers informed and fulfill all commitments.
• Handle escalated complaints using internal tools and processes.
• Conduct outbound calls when required to resolve cases.
• De-escalate tense conversations and guide to resolution.
• Use loyalty and compensation tools to protect relationships.
• Identify recurring issues and elevate to supervisor.

Skills

Fluent English

Fluent Swedish

Customer focus

Analytical skills

Problem solving

Outbound calling

Empathy

Tools

CRM systems

Microsoft Office

Spreadsheets

Email

Social media

Review platforms

Job description

AUTODOC is seeking a Specialist Customer Feedback specialist to maintain high customer satisfaction and strengthen the company's online reputation. You will manage reviews, complaints, and inquiries across CRM, email, social media, and app stores, providing professional and empathetic responses while identifying root causes and ensuring resolutions.

You will report to the Senior Supervisor Customer Feedback and collaborate with internal teams to address recurring issues and improve processes.