Specialist Customer Feedback (Swedish)

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 for vehicle spare parts and accessories building a technology ecosystem for the automotive aftermarket.

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, empathetic responses and manage customer cases from initial contact through complete resolution.
• Investigate customer needs, identify root causes, and resolve complex or escalated complaints independently.
• Conduct outbound calls, de-escalate difficult conversations, collect information, and guide cases toward satisfactory outcomes.
• Use approved loyalty and compensation tools while protecting customer relationships and online reputation.
• Identify recurring technical, operational, service, or platform issues and escalate them to the supervisor.

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.
• Excellent written communication, active listening, problem-solving, argumentation, and persuasion skills.
• Ability to handle objections, complaints, emotionally challenging conversations, and outbound customer calls professionally.
• Experience with CRM systems, Microsoft Office, spreadsheets, email, social media, and online review platforms.
• Ability to follow SLAs, KPIs, schedules, data protection requirements, and established processes consistently.

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 escalated customer cases, AI tools, compensation tools, loyalty tools, or customer-retention workflows.

Culture & Benefits

• Direct impact on customer satisfaction and the company's 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.