Company Description

AUTODOC is the largest and fastest growing auto parts ecommerce platform in Europe.
Present across 27 countries with around 5,000 employees, AUTODOC generated revenue of over €1.3 billion in 2023, supplying more than 7.4 million active customers with its 5.8 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

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:

Experience:

• At least 4 years of experience in customer service.

• Preferably with experience in a managerial role (e.g., Team Lead, Supervisor, Manager) but not limited to; 

• Experience in projects involving customer experience analysis and optimization.

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Hard Skills:

• Proficiency in Microsoft tools (Excel, PowerPoint, Power BI, etc.).

• Experience with Jira and Confluence.

• Languages: English and Russian(B2–C1 level).

Soft Skills:

• Analytical skills: Ability to work with data, identify patterns, and formulate conclusions.

• 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.

• Customer focus: Understanding customer needs and striving to improve the level of service.

What do we offer?

The application deadline is until and including March 31.

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