Customer Engagement Specialist – NPS

🔥 27 minutes ago

🇺🇦 Ukraine – 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 and CES • Identify technical bugs and procedural friction points by 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 verifications to uncover systemic issues driving detractor sentiment • Quantify the impact of systemic issues on NPS • Escalate emerging positive and negative customer trends to leadership • Provide 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 performing deep-dive analysis of detractors and promoters • Experience identifying root causes behind customer dissatisfaction • Advanced proficiency in Microsoft Office and/or Google Workspace • Hands-on experience with AI productivity tools such as Claude, Grok, and ChatGPT • Familiarity with CX/NPS platforms such as Qualtrics or similar • Basic-to-intermediate Excel/Google Sheets skills, including pivot tables and standard formulas, or BI tools such as Power BI and Tableau • Strong analytical mindset • High emotional intelligence and empathy • Proactive ownership • Exceptional cross-functional collaboration and communication skills • Ability to translate raw customer feedback into clear, actionable requirements • English language proficiency at B2+ level • Russian language proficiency at B2+ level

🏖️ Benefits

• Stable employment in the fast-growing international company • Annual vacation of 28 calendar days • 1 additional day off on your birthday • Health Insurance for access to various high-quality medical services (doctor visits, diagnostics, medical treatment) • Mental Wellbeing Program providing free and confidential mental and physical health support services for you and your immediate family members • Opportunities for advancement • Further trainings, including over 650 courses on soft and hard skills on the e-learning platform • Coaching • Free English and German language classes • Flexible working hours • Hybrid work

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