Customer Feedback Specialist, Swedish
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Feedback Specialist handling Swedish and English reviews, complaints, and escalations for AUTODOC’s online automotive parts marketplace. Managing cases through resolution and improving customer satisfaction.
Responsibilities:
- Process customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, app stores, and other company channels
- Provide professional and empathetic responses in line with company guidelines and Tone of Voice standards
- Analyze cases to 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, reassure customers, collect information, and guide cases toward satisfactory resolution
- Use loyalty and compensation tools to resolve conflicts and protect customer relationships
- Apply expert knowledge to non-standard or complex cases
- Identify recurring technical, operational, service, or platform issues and escalate them to the Supervisor Customer Feedback
- Follow 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 review platform/app store 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, and willingness to help
- Excellent 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 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
- Understanding of modern digital and AI-powered tools for text processing, translation, and customer communication
- Ability to follow SLAs, KPIs, schedules, and established processes consistently
- Experience with Trustpilot, Google Reviews, app stores, or similar platforms is a plus
- Experience in e-commerce or an international customer service environment is a plus
- Experience with complaints or escalated customer cases is a plus
- Experience using AI tools to improve customer communication and workflow efficiency is a plus
- Experience with compensation, loyalty, or customer-retention tools is a plus
Benefits:
- Annual vacation of 25 working days and 1 additional day off on your birthday
- Meal Allowance (Meal Card)
- Health Care Insurance Plan (Fidelidade)
- Mental Wellbeing Program – the opportunity for free psychological counseling for you and your family members
- 24/7 hotline and online sessions
- AUTODOC Corporate Discount (up to 500 Euros per annualy) to order parts for their own use at special discounted rate
- Retail discounts of up to 75% on travel, technology, fashion and much more
- Opportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coaching
- Free English and German language classes
- Hybrid working model
- Stable employment
- International and dynamic working environment
- Supportive teamwork and clear operational processes
Similar Jobs
Director of Lifecycle Marketing, CRM
Lifecycle marketing director leading email, CRM, and guest communications for Trailborn Hotels and Resorts. Managing Revinate campaigns, lifecycle automation, integrated calendars, and marketing performance.
Senior Customer Success Manager
Senior Customer Success Manager driving retention, growth, and campaign performance for clients using YouAppi’s mobile marketing platform in China.
Customer Success Consultant
Customer Success Consultant supporting Southeast Asian institutions with Clarivate research, analytics, workflow, and data solutions. Driving presales, onboarding, adoption, retention, and growth across regional customers.
Customer Success Consultant
Customer Success Consultant helping Southeast Asian universities, research organizations, and public-sector institutions adopt Clarivate research analytics solutions. Supporting presales, onboarding, retention, and growth.
Senior Manager, Customer Success Account Management
Senior customer success leader at Docusign, whose agreement-management platform serves global businesses. Driving SaaS adoption, retention, revenue growth, and Customer Success Account Manager development.
Customer Feedback Specialist, Swedish
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.
Lead Customer Success Manager, Strategic Accounts
Lead Customer Success Manager guiding 30–40 enterprise accounts for HubSpot’s AI-powered customer platform. Driving adoption, retention, growth, and executive success planning.
Customer Success Manager
Customer Success Manager coordinating customer relationships and medical imaging service events for healthcare providers. Managing dispatch, service-level agreements, work orders, parts, and escalations remotely.
Customer Success Manager, D&I
Customer Success Manager managing South Korean military and government relationships for Planet’s satellite imagery platform. Driving geospatial intelligence adoption, retention, and mission impact.
Customer Success Manager – SMB
Customer Success Manager managing SMB retention, expansion, and customer health for Leap Tools’ interior décor visualization platform. Remote role serving customers across North America.
Customer Success Specialist
Cisco Customer Success Specialist driving Secure Firewall adoption, deployment, and optimization for enterprise customers. Leading technical workshops, adoption plans, and security outcome reviews.
Director of Customer Success
Director of Customer Success managing ambulatory healthcare client portfolios at Infinx. Driving revenue-cycle performance, retention, profitability, and account growth.
Senior Director, Partner Success
Senior Director leading partner success for ServiceNow’s AI platform and Armis cybersecurity ecosystem. Developing strategic partners, enablement programs, joint business plans, and customer outcomes.
Digital CRM Architect
Digital CRM Architect and Business Analyst designing Dynamics 365 Sales and Power Automate solutions. Leading CRM discovery, gap analysis, workflows, and functional architecture for an automation-led technology company.
Digital CRM Consultant – BA
Digital CRM Consultant leading CRM functional development with Dynamics 365 Sales and Power Automate. Supporting automation-led digital transformation for Fortune 500 clients.
Senior CSM, Charter
Senior Customer Success Manager owning charter-school networks for ParentSquare’s school-home engagement SaaS platform. Driving adoption, renewals, expansion, and customer advocacy.
Manager, Customer Success, Account Leaders – Product Operations
Customer success manager leading client relationships and product operations for Kobie’s enterprise loyalty solutions. Driving forecasting, governance, risk management, team development, and customer experience.
Senior Customer Success Manager
Senior Customer Success Manager owning renewals, adoption, and expansion for ChartHop’s HR platform. Advising HR, Finance, and People leaders on strategic workflows and outcomes.
Customer Success Manager
Customer Success Manager managing retention, renewals, adoption, and expansion for US customers of Cylindo’s 3D product visualization platform. Partnering across teams to drive measurable customer outcomes.
Digital Customer Engagement, eCommerce Specialist
Agilent Technologies digital engagement specialist expanding China customer coverage and eCommerce growth. Using analytics, AI, CRM, and digital channels to activate and retain customers.