Customer Feedback Specialist, Swedish

AUTODOC

. Process customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, and app stores .

Posted 11/11/2026full-timeRemote • Lisbon • PortugalMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and complaint management, with a strong focus on effective communication and problem-solving. Proficient in utilizing CRM systems and digital tools to enhance customer interactions and ensure compliance with service standards.

Highest-signal resume keywords

Customer Support ExperienceFluent English And SwedishStrong Analytical SkillsCRM Systems ProficiencyConflict Resolution Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ManagementCustomer Feedback AnalysisRoot Cause IdentificationData Protection ComplianceSLA AdherenceKPI TrackingMicrosoft Office ProficiencySpreadsheets ManagementDigital Communication ToolsText Processing Tools

Soft Skills

EmpathyActive ListeningProblem-SolvingAdaptabilityAttention To Detail

Tools & Technologies

CRM SystemsSocial Media PlatformsEmail CommunicationOnline Review PlatformsCustomer-Care Tools

Industry Keywords

Customer CareReputation ManagementConsumer Protection RegulationsCustomer Communication StandardsService Quality Improvement

About the role

Key responsibilities & impact

Process customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, and app stores
Provide professional and empathetic responses in line with company guidelines and Tone of Voice standards
Analyze cases, 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 and guide cases toward satisfactory resolution
Use loyalty and compensation tools to resolve conflicts and protect customer relationships
Identify recurring technical, operational, service, or platform issues and escalate them to the Supervisor Customer Feedback
Meet SLA, WFM, productivity, quality, and KPI requirements, including at least 85% of the average team productivity benchmark
Follow company policies, data protection requirements, consumer protection regulations, and external platform rules
Continuously improve customer communication quality, clarity, and effectiveness
Report directly to the Senior Supervisor Customer Feedback and collaborate with internal teams

Requirements

What you’ll need

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, 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
Flexibility 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
Portugal-based role in Lisbon
40 hours weekly; 8-hour rotational shifts scheduled 8:00–17:00

Benefits

Comp & perks

Hybrid working model
Opportunities for professional growth within the Customer Care organization
Supportive teamwork and clear operational processes
International and dynamic working environment
Opportunity to work with customers across different markets and communication channels