dev.autodoc.loc
Customer Engagement Specialist(m/f/d)
This job is no longer available and isn't accepting applications.
TLDR
Track NPS and CES globally, uncover technical bugs and customer friction, and turn feedback into operational improvements.
- 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.
- Competitive salaries based on your professional experience
- Fast growing international company with stable employment
- Annual vacation of 26 working days and 1 additional day off on your birthday
- A cafeteria benefits system that lets you choose from options such as life insurance, private medical care, a sports card, cinema tickets, and more
- 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
Benefits
Health Insurance
private medical care
Learning Budget
Free English and German language classes
Coaching
Paid Time Off
1 additional day off on your birthday
Wellness Stipend
free psychological counseling for you and your family members
AUTODOC is Europe’s leading online platform for the automotive aftermarket, combining digital-first e-commerce with strong German roots. With a team of over 5,500 professionals across 27 countries, we provide drivers with easy access to automotive parts and services, driving the future of mobility through technology and innovation.
Specialist
No longer accepting applications