Customer Feedback Specialist, Swedish
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Job Description
Customer Feedback Specialist at AUTODOC, Europe’s online automotive parts retailer, handling Swedish customer reviews and complaints. Resolving complex cases and protecting customer satisfaction across digital channels.
Responsibilities:
- 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 cases, understand customer needs, and identify root causes
- Manage customer cases end-to-end through complete resolution
- Keep customers informed and fulfill commitments
- Handle complex and escalated complaints independently using internal systems, databases, procedures, and customer-care tools
- Conduct outbound calls when required
- De-escalate tense conversations and guide cases toward satisfactory resolution
- Use loyalty and compensation tools to resolve conflicts and protect customer relationships
- Identify recurring technical, operational, service, or platform issues and escalate them to the Supervisor Customer Feedback
- Meet SLA, WFM, productivity, quality, and KPI requirements, including at least 85% of the average team productivity benchmark
- Follow company policies, data protection requirements, consumer protection regulations, and external platform rules
- Continuously improve customer communication quality, clarity, 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 take ownership through resolution
- Good argumentation and persuasion skills
- High attention to detail, accuracy, and consistency
- Ability to work under pressure and maintain professionalism
- Flexibility to adapt to 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 follow SLAs, KPIs, schedules, and established processes
- Portugal-based role in Lisbon
- 40 hours weekly; 8-hour rotational shifts scheduled 8:00–17:00
Benefits:
- Hybrid working model
- Opportunities for professional growth within the Customer Care organization
- Supportive teamwork and clear operational processes
- International and dynamic working environment
- Opportunity to work with customers across different markets and communication channels
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