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.
- 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
This job was posted on 15.10.2026, and is considering applications up to 6 weeks from this date.
