Specialist Customer Feedback Se/En(M/F/D)

Autodoc; Braga; On-site; EUR 24,000 - 36,000; Full time

Job summary

AUTODOC is seeking a Specialist Customer Feedback to safeguard our online reputation and maintain top customer satisfaction across reviews, emails and social channels. You will respond professionally, analyze root causes, and resolve cases end-to-end while collaborating with internal teams.

You'll handle escalated issues, use loyalty tools, meet SLA expectations, and contribute to continuous improvement of customer communication in a fast-paced, international ecommerce environment.

Qualifications

• Fluent English and Swedish, written and spoken.
• Experience with CRM systems and e-commerce support.
• Strong customer focus, empathy, and genuine willingness to help.
• Ability to handle objections and conflict situations professionally.
• Excellent written communication and problem-solving skills.
• Ability to work independently and own a case until resolution.

Responsibilities

• Process customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, and other company channels.
• Provide professional and empathetic responses to feedback in line with guidelines and Tone of Voice standards.
• Analyze each case to understand the customer’s needs and identify root causes.
• Manage customer cases end-to-end from initial contact through resolution.
• Keep customers informed and fulfill all commitments during the resolution process.
• Handle escalated complaints independently using internal systems and tools.
• Conduct outbound calls when required to resolve complex cases.
• De-escalate tense conversations and guide cases toward satisfactory resolution.
• Use loyalty and compensation tools to resolve conflicts and protect relationships.
• Identify recurring issues and escalate to Supervisor Customer Feedback.
• Adhere to SLA, WFM, productivity, quality, and KPI requirements; maintain 85% productivity.
• Follow policies, data protection regulations, and guidelines for external review platforms.

Skills

CRM systems

Outbound calls

Problem solving

Empathy

Communication skills

Attention to detail

Independence

English & Swedish

Data protection

Tools

Microsoft Office

Spreadsheets

Email & social media tools

AI text/tools

Job description

Company Description

At AUTODOC, our vision is to become the leading tech ecosystem in the automotive industry, seamlessly connecting all facets of the automotive aftermarket. Founded in Berlin in 2008, we have rapidly grown into Europe’s leading online retailer for vehicle spare parts and accessories. Operating in 27 countries, our diverse team of over 5,500 people from 50 nations is at the heart of our innovation and transformation journey.

We are committed to creating an environment where every team member feels a strong sense of impact, purpose, and belonging—whether they are working in our offices, warehouses, or remotely. With our headquarters in Berlin, and several offices across Europe, we are driving towards our vision with a clear focus on leveraging technology to build a sustainable future for mobility. Join us as we accelerate towards becoming the leading tech ecosystem in the automotive world. Catch the ride with AUTODOC!

Job Description

As a Specialist Customer Feedback, you will play an important role in maintaining a high level of customer satisfaction and strengthening the company’s online reputation.

You will work with customer reviews, complaints, comments, and inquiries across multiple channels, including CRM systems, email, social media, review platforms, and app stores. Your goal will be not only to provide a professional response, but also to understand the root cause of each issue, find the best solution, and turn challenging customer interactions into positive experiences.

This role requires strong communication skills, empathy, attention to detail, and the ability to confidently handle complex and emotionally challenging situations.

You will report directly to the

Senior Supervisor Customer Feedback

and work closely with internal teams to identify recurring customer and operational issues.

Your responsibilities

• Process customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, and other company channels.
• Provide professional and empathetic responses to both positive and negative customer feedback in line with company guidelines and Tone of Voice standards.
• Analyze each case carefully to understand the customer’s needs and identify the root cause of the issue.
• Manage customer cases
• end-to-end, from the initial contact through to complete resolution.
• Keep customers informed throughout the resolution process and ensure that all commitments are fulfilled.
• Handle complex and escalated customer complaints independently, using internal systems, databases, procedures, and approved customer-care tools.
• Conduct
• outbound calls
• when required to resolve complex or escalated cases.
• De-escalate tense conversations, reassure customers, collect the necessary information, and guide cases toward a satisfactory resolution.
• Use available loyalty and compensation tools appropriately to resolve customer conflicts and protect customer relationships.
• Demonstrate initiative and apply expert knowledge when dealing with non-standard or complex cases.
• Identify recurring technical, operational, service, or platform-related issues and escalated them to the Supervisor Customer Feedback.
• SLA, WFM, productivity, quality, and KPI requirements .
• Maintain productivity at a level of at least
• 85% of the average team benchmark .
• Work in accordance with company policies, data protection requirements, consumer protection regulations, and the rules of external review platforms and app stores.
• Continuously improve the quality, clarity, and effectiveness of customer communication.

Qualifications

• Customer Support, Customer Care, Complaint Management, Customer Feedback, Reputation Management, or a related field.
• Fluent English and Swedish — written and spoken.
• Excellent written communication skills and the ability to adapt communication style to different customer situations.
• Strong customer focus, empathy, and genuine willingness to help.
• Excellent active listening and problem-solving skills.
• Ability to handle objections, complaints, and conflict situations professionally.
• Confidence in conducting outbound customer calls and managing difficult conversations.
• Strong analytical skills and the ability to identify the root cause of customer issues.
• Ability to work independently and take ownership of a case until resolution.
• Good argumentation and persuasion skills.
• High attention to detail, accuracy, and consistency.
• Ability to work effectively under pressure and maintain a professional attitude when dealing with negative or emotional feedback.
• Flexibility and willingness to adapt to changing processes and procedures.
• Experience with CRM systems, Microsoft Office, spreadsheets, email, social media, and online review platforms .
• Good understanding of modern digital and AI-powered tools used for text processing, translation, and customer communication.
• Ability to follow SLAs, KPIs, schedules, and established processes consistently.
• It would be a plus if you have Experience working with Trustpilot, Google Reviews, app stores, or similar review platforms .
• Experience in e-commerce or an international customer service environment.
• Experience working with complaints or escalated customer cases.
• Experience using AI tools to improve customer communication and workflow efficiency.
• Experience working with compensation, loyalty, or customer-retention tools.

Additional Information

• A role with a direct impact on customer satisfaction and the company’s online reputation .
• An international and dynamic working environment.
• The opportunity to work with customers across different markets and communication channels.
• A role where you can develop your expertise in complaint management, customer experience, and reputation management .
• Supportive teamwork and clear operational processes.
• Opportunities for professional growth within the Customer Care organization.

Your profile

• You are someone who can stay calm when a customer is upset, listen carefully, understand what is really behind the complaint, and find a solution that works for both the customer and the company.
• You don’t simply answer customer messages —
• you take ownership of the situation and see it through to resolution .
• If you are customer-oriented, resilient, analytical, and confident in handling challenging conversations, we’d be happy to meet you.

Schedule

8:00 - 17.00(8 hours rotational shift), 40 hours weekly