Customer Engagement Specialist (m/f/d)
- 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.
- 2+ years of experience in CX, Customer Insights, or Analytics with a strong focus on NPS methodology: from setting up tracking and deep-dive analysis of detractors/promoters to identifying root causes behind customer dissatisfaction.
- 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.
- 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.
- English (B2+ level).
- Full time contract (40 hours a week)
- Monday – Friday, 9:00am - 18:00pm, 2 days a week days off
- Work location: Chișinău, in office
- International career in a multicultural environment with lots of opportunities to grow
- Professional growth - 650 e-courses focusing on Leadership and different soft skills
- Free company events and activities
- Free English and German language classes
- Annual vacation of 28 calendar days + a day off on a birthday
- Fruit days.
