Customer Engagement Specialist

🔥 24 minutes ago

🇵🇹 Portugal – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AUTODOC

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🚘 Automotive

📦 Logistics

🛍️ eCommerce

Automotive • Logistics • eCommerce

AUTODOC is the leading technology ecosystem connecting all stakeholders in the automotive aftermarket. It is the largest and fastest-growing e-commerce platform for vehicle parts in Europe, operating in 27 countries with local domains available in 23 languages. Founded in 2008 in Berlin, AUTODOC has become one of Europe's most exciting internet companies, generating a revenue of over 1. 3 billion euros in 2023. The company offers 5. 8 million products from 2300 brands for car, truck, and motorcycle manufacturers, providing reliable solutions for all parties involved in the market. With a diverse team of around 5000 employees across ten sites, AUTODOC is committed to its entrepreneurial spirit and a unique business model that delivers outstanding value to its customers.

📋 Description

• Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score) • Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores • Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms • Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS • Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement

🎯 Requirements

• 2+ years of experience in CX, Customer Insights, or Analytics with a strong focus on NPS methodology • Experience setting up tracking and conducting deep-dive analysis of detractors/promoters • Experience identifying root causes behind customer dissatisfaction • Advanced proficiency in Microsoft Office / Google Workspace • Hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT) • Familiarity with CX/NPS platforms (e.g., Qualtrics or similar) • Basic-to-intermediate skill in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau) • Strong analytical mindset • High emotional intelligence (empathy) • Proactive ownership • Exceptional cross-functional collaboration and communication skills • Ability to translate raw customer feedback into clear, actionable requirements • English (B2+ level) • Russian (B2+ level) will be nice

🏖️ Benefits

• Annual vacation of 25 working days • 1 additional day off on your birthday • Day off on Municipality day and Carnaval • Meal Allowance (8 euros per working day) • Fidelidade Healthcare Plan (Comprehensive health coverage with the option to include your partner and children at discounted rates) • Mental Wellbeing Program through the OpenUp platform • AUTODOC corporate discount for purchasing car parts at special rates for personal use • Exclusive retail discounts via our ‘Benefits at Work’ portal • Learning & Development (over 650 courses on soft and hard skills on our e-learning platform) • Flexible working hours and hybrid work

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