Customer Feedback Specialist, Swedish

🔥 11 minutes ago

🇵🇹 Portugal – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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

• Process customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, and app stores • Provide professional and empathetic responses in line with company guidelines and Tone of Voice standards • Analyze customer cases, identify root causes, and determine appropriate solutions • Manage cases end-to-end from initial contact through complete resolution • Keep customers informed and fulfill all commitments • Handle complex and escalated complaints independently using internal systems and customer-care tools • Conduct outbound calls when required • De-escalate tense conversations and guide cases toward satisfactory resolution • Use loyalty and compensation tools appropriately • Identify recurring technical, operational, service, or platform issues and escalate them to the Supervisor Customer Feedback • Meet SLA, WFM, productivity, quality, and KPI requirements • Maintain productivity at least 85% of the average team benchmark • Follow company policies, data protection requirements, consumer protection regulations, and external platform rules • Continuously improve customer communication quality and effectiveness • Report directly to the Senior Supervisor Customer Feedback and collaborate with internal teams

🎯 Requirements

• 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 ability to adapt communication style • Strong customer focus, empathy, active listening, and problem-solving skills • Ability to handle objections, complaints, and conflict situations professionally • Confidence conducting outbound customer calls and managing difficult conversations • Strong analytical skills and ability to identify root causes • Ability to work independently and own cases through resolution • High attention to detail, accuracy, and consistency • Ability to work under pressure and maintain professionalism • Flexibility with changing processes and procedures • Experience with CRM systems, Microsoft Office, spreadsheets, email, social media, and online review platforms • Understanding of modern digital and AI-powered tools for text processing, translation, and customer communication • Ability to consistently follow SLAs, KPIs, schedules, and processes • Experience with Trustpilot, Google Reviews, app stores, or similar platforms is a plus • Experience in e-commerce or international customer service is a plus • Experience with complaints or escalated cases is a plus • Experience using AI tools, compensation tools, loyalty tools, or customer-retention tools is a plus

🏖️ Benefits

• An international and dynamic working environment • Opportunities for professional growth within the Customer Care organization • Hybrid working model • Supportive teamwork and clear operational processes • A role with a direct impact on customer satisfaction and the company's online reputation • Opportunity to work with customers across different markets and communication channels

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