Customer Engagement Specialist(m/f/d)

Porto, PortugalRemoteFull-time2+ yrs experiencePosted 2d ago

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Job 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.

Experience: 2+ years of experience in Project Management, Customer Experience (CX), or Customer Insights roles.
Languages: English (B2+ level), Russian (B2+ level).
Hard Skills: Advanced proficiency in Microsoft Office / Google Workspace, hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT), and 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) to visualize survey trends.
Soft Skills: 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.

Full time contract (40 hours a week)
Monday – Friday, 8:00am - 17:00pm, 2 days a week days off
Annual vacation of 25 working days and 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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About the company

Autodoc

At AUTODOC, we are proud to be a homegrown European success story. Founded in Berlin in 2008 and still headquartered in the heart of the continent today, we have evolved from a local specialist into Europe’s leading online platform for the automotive aftermarket.

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Industry: Automotive E-commerce
Open roles: 40