Specialist Customer Feedback (Customer Care)

Location: Lisbon, Portugal; hybrid working model with remote work available. Schedule: 8:00–17:00, rotational 8-hour shifts, 40 hours per week.

Company

hirify.global is a European online retailer and technology ecosystem for vehicle spare parts and accessories, operating in 27 countries with more than 5,500 employees.

What you will do

• Process customer reviews, comments, emails, complaints, and inquiries across CRM, social media, review platforms, app stores, and other channels.
• Provide professional and empathetic responses in line with company guidelines and Tone of Voice standards.
• Manage customer cases end-to-end, keeping customers informed and ensuring complete resolution.
• Handle complex and escalated complaints, including outbound calls and de-escalation of difficult conversations.
• Analyze root causes, identify recurring technical or operational issues, and escalate them to the supervisor.
• Follow SLA, WFM, productivity, quality, and KPI requirements while continuously improving customer communication.

Requirements

• Previous experience in customer support, customer care, complaint management, customer feedback, reputation management, or a related field.
• Fluent English and Swedish, written and spoken.
• Strong communication, empathy, active listening, problem-solving, argumentation, and persuasion skills.
• Ability to handle objections, complaints, conflict situations, and emotionally challenging customer interactions professionally.
• Experience with CRM systems, Microsoft Office, spreadsheets, email, social media, and online review platforms.
• Ability to work independently, follow established processes, and maintain quality and productivity under pressure.

Nice to have

• Experience with Trustpilot, Google Reviews, app stores, or similar review platforms.
• Experience in e-commerce or an international customer service environment.
• Experience with AI tools, compensation and loyalty tools, or escalated customer cases.

Culture & Benefits

• Direct impact on customer satisfaction and online reputation.
• International and dynamic working environment with customers across different markets.
• Supportive teamwork and clear operational processes.
• Hybrid working model with remote work available.
• Opportunities for professional growth within the Customer Care organization.