Customer Engagement Specialist

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Oversee the comprehensive management, monitoring, and strategic evaluation of NPS (Net Promoter Score) and CES (Customer Effort Score) on a global scale.

• Detect fundamental technical issues and procedural friction points by systematically reviewing low customer scores.

• Gather qualitative feedback from both detractors and promoters through voice surveys, follow-up calls, and various feedback channels.

• Examine customer contact histories and Call Center (CC) verifications to reveal systemic problems contributing to detractor sentiment and assess their impact on NPS.

• Report emerging positive and negative customer trends to leadership, accompanied by actionable recommendations for operational enhancement.

⛳️ Requirements

• Minimum of 2 years of experience in CX, Customer Insights, or Analytics with a strong emphasis on NPS methodology.

• Proven experience in establishing tracking systems and performing in-depth analyses of detractors and promoters.

• Demonstrated ability to identify root causes of customer dissatisfaction.

• Advanced skills in Microsoft Office / Google Workspace.

• Practical experience with contemporary AI productivity tools (e.g., Claude, Grok, ChatGPT).

• Familiarity with CX/NPS platforms (e.g., Qualtrics or similar).

• Basic to intermediate proficiency in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau).

• Strong analytical aptitude.

• High emotional intelligence (empathy).

• Proactive approach to ownership.

• Excellent cross-functional collaboration and communication capabilities.

• Ability to convert raw customer feedback into clear, actionable requirements.

• Proficient in English (B2+ level).

• Proficiency in Russian (B2+ level) is a plus.

🏝️ Benefits

• Annual vacation of 25 working days.

• One additional day off on your birthday.

• Day off for Municipality day and Carnaval.

• Meal Allowance of 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 opportunities (over 650 courses on soft and hard skills available on our e-learning platform).

• Flexible working hours and a hybrid work model.