Offer summary

Qualifications:

Minimum 3 years of experience in customer service., Strong analytical skills and ability to work with data., Proficiency in Microsoft Office tools, especially Excel and Power BI., Excellent communication skills in English and Russian (B2–C1)..

Key responsibilities:

Monitor and collect customer issues across order touchpoints.

Respond promptly to customer complaints and develop short-term solutions.

Use predictive analytics to identify critical customer issues and escalate them.

Participate in cross-functional projects to eliminate systemic customer issues.

Job description

Company Description

AUTODOC is the largest and fastest-growing auto parts ecommerce platform in Europe. Present across 27 countries with over 5,500 employees, AUTODOC generated revenue of over €1.5 billion in 2024, supplying more than 8.4 million active customers with its 6.6 million vehicle parts and accessories for car, truck, and motorcycle brands.

Curious minds, adventurous experts and tech-savvy professionals - one team, one billion euros revenue. Catch the ride!

Job Description

The Customer Engagement Specialist will identify, address, and reduce customer issues across the entire order journey by leveraging data-driven insights, enhancing cross-functional collaboration, and driving initiatives that improve customer satisfaction and protect the company’s reputation.

Responsibilities:

Monitoring and collection of customer issues across various order touchpoints.
Prompt response to customer complaints and development of short-term solutions.
Minimizing the number of customer complaints through proactive communication activities (both regular and ad hoc).
Utilizing predictive analytics to identify critical issues impacting customers and the company's reputation, escalating them to management for accelerated resolution.
Informing management and other business units about negative trends in key customer service metrics (CSI, CR, FCR) and identified impact factors.
Participating in cross-functional initiatives and initiating and leading projects aimed at identifying and eliminating systemic causes of customer issues.
Performing other tasks as assigned by management.

Requirements:

At least 3 years of experience in customer service
Analytical skills: Ability to work with data, identify patterns, and formulate conclusions
Customer focus: Understanding customer needs and striving to improve the level of service
Experience in projects involving customer experience analysis and optimization
Proficiency in Microsoft tools (Excel, PowerPoint, Power BI, etc.)
Preferably with experience in a managerial role (e.g., Team Lead, Supervisor, Manager) but not limited to
Experience with Jira and Confluence
Communication skills: Ability to articulate thoughts clearly and present arguments effectively
Decision-making agility: Ability to respond quickly to emerging issues and find optimal solutions
English and Russian (B2–C1)

What do we offer?

Competitive salaries based on your professional experience
Fast growing international company with stable employment
Annual vacation and 1 additional day off on your birthday
Mental Wellbeing Program – providing you and your immediate family members with free and confidential mental and physical health support services for a wide range of personal and work-related issues.
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
Referral Program with attractive incentives
Flexible working hours and hybrid work

Join us today and let’s create a success story together!

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