Specialist Customer Feedback SE/EN(m/f/d) at Autodoc · Lisbon

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 escalate them to the Supervisor Customer Feedback.
• Follow established 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

What we're looking for

• Previous experience in 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

​​​​​What we offer

• 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.
• Hybrid working model.
• 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
• Work remotely