Role Description
The Customer Experience Specialist is a proactive and strategic role, focused on the overall journey of the customer. They work to ensure a seamless, positive experience by analyzing feedback, responding to reviews, monitoring service quality, and implementing improvements across all touchpoints. Their primary objective is to enhance satisfaction and loyalty through long-term, systemic changes that align with the company’s goals.
Responsibilities:
- Conduct regular reviews of customer interactions (phone calls, emails, chats, etc.)
- Provide constructive feedback to customer service representatives based on evaluations, helping them enhance their skills, knowledge, and customer handling techniques
- Create and maintain guidelines and documentation outlining quality expectations
- Provide regular reports on the quality of customer service interactions and share insights with management
- Take ownership of reviews on platforms such as Trustpilot and Google, ensuring timely and professional responses
- Engage with customers to improve their experience and encourage updated feedback
- Handle disputes initiated by customers on payment platforms, ensuring fair and efficient resolution in line with company policies
Requirements:
- At least 1 year of experience rating customer service interactions
- At least 1 year of experience preparing and providing constructive feedback to frontline employees
- Proficiency in Latvian and good English language skills are required for working with software and developing solutions tailored for international audiences and users
- Strong interpersonal skills and emotional intelligence (feedback/constructive criticism)
- Analytical thinking and effective problem-solving capabilities
As an advantage:
- An advantage for candidates with proficiency in Nordic languages working with solutions tailored for Nordic audiences and users
- Experience in handling and resolving customer complaints
What we offer:
- Extended health insurance
- Flexible benefits (extra holidays or paid GYM)
- Growth & development opportunities
- Employee Purchase Program
- Mental health support program
- Fruits (and ice cream during summer), and refreshments in the office
- Family-friendly workplace
- Celebrations of employee's important life moments
- Team buildings and corporate events
Trodo was founded in 2013 by two young IT enthusiasts (and brothers) from Latvia and an experienced rally and car maintenance veteran from Norway. Trodo continues to grow by offering online services that prioritize a positive user experience, hoping that anyone who uses Trodo's services for the first time will become a dedicated repeat customer.
Find out more about work and life at Trodo!
Stay connected with us on our official platforms:
- Love Trodo (Life at Trodo): Facebook | Instagram | LinkedIn | TikTok
- Trodo Official Accounts: Facebook | Instagram | TikTok
Don't forget to Like & Follow to stay updated!
Top Skills
What We Do
At Trodo, we recognized a gap in the online marketplace back in 2013 - while it was easy to buy almost anything on the internet, car parts and spares were still elusive. From our very first day, our mission was to provide a user-friendly online service that prioritized the customer experience above all else. Not only did we achieve that goal, but we also revolutionized the e-commerce landscape for car parts and spares, paving the way for other businesses to follow suit.
Today, we continue to be at the forefront of the industry by setting the standard for excellence. Our webshop isn't just a faceless system - we're real people who are passionate about technology and motion, and we're here to assist every step of the way. Our expertise in the field is matched only by our enthusiasm for learning and growing. We're dedicated to helping people gain a better understanding of their vehicles and empowering them to take a more hands-on approach to transportation. Whether we're breaking down myths or providing facts, we're committed to providing the guidance and support our customers need to get the most out of their vehicles.
