EXPLORE YOUR NEXT CHAPTER
Customer Engagement Specialist (m/f/d)
Autodoc
Source: Headcount Labs ยท original listing โ
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted 8 days ago
About this role
Company Description Engineered in Berlin. Driving the Future of Europe. 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 Europeโs leading online platform for the automotive aftermarket. Our strength lies in our unique identity: we are a digital-first, e-commerce powerhouse with strong German roots and an expansive reach across 27 European countries. This continental focus allows us to blend our heritage with high-tech innovation, staying agile and closely connected to the markets we serve. Today, our team of more than 5,500 professionals from over 50 different countries is redefining mobility through cutting-edge technology. Bring your talent and expertise to a company that is building a sustainable, tech-driven future for drivers everywhere. Come join us and impact the future of AUTODOC! 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. Qualifications * 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). Additional Information * Full time contract (40 hours a week) * Monday โ Friday,ย 9:00am - 18:00pm,ย 2 days a week days off * Work location: Chiศinฤu,ย 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.