Catch the Ride!
AUTODOC is home to more than 5,000 fast learners and experts who work towards making mobility easy & sustainable – while having a blast doing it. We just arrived in Portugal with a small team where we are embarking on a journey to radically change our customer experience. We have a lot to work on and Portugal will be our new hub for customer-centricity.
WE JUST ARRIVED IN PORTUGAL!
Customer Operations at AUTODOC
Customer Operations include Customer Experience, Customer Service, and Customer Insights & Analytics. We are based in 3 European countries and our 700-strong team from over 20 nationalities speaks more than 30 languages altogether! Which languages do you speak?
The fine line between intelligence & madness
Our team works like a big mega brain. Everyone has different tasks, but we are all eager and willing to help each other, which makes us a perfect match. The perfect balance between intelligence and madness is what drives us to accept challenges and to get even better each day.
The relationships make us special
Direct communication with our customers gives us the opportunity to develop sustainable, long-lasting relationships. This is what creates meaningful connections between AUTODOC and its customers. How can you help?
We build on the AUTODOC community through a shared love of quality – something we are constantly striving to improve. We provide value by impressing our customers with empathy, respect, and professionalism that responds to their needs. We believe in redefining customer support and making sure that our customers always feel like they are our top priority. Our mission is to build long-lasting relationships by providing each customer with an exceptional experience where you can play your part!
What's In It For You?
We may be addicted to technology, but who isn't these days?
- ALISA CEBOTARENCO Manager for Customer Experience Operations, Moldova
- ANASTASIIA POLISHCHUK Manager, Customer Service, Berlin
- ROMAN ODINOKOV Head of Customer Insights & Analytics, Ukraine
AUTODOC was my first job after my degree, and I knew nothing about customer service. The hardest part was understanding the customer's needs and making sure they were happy with the support. Angry customers frightened me, but I quickly got over this. I realised that I needed to start learning how to communicate properly, even in difficult situations, so that the customer feels listened to. To do this, my credo became "learn everything". So I did. No matter what the new project was, I was the first one to take over. I needed to know all the processes by heart!
I wanted to improve a process and wrote my first instruction for optimisation. This was how I got noticed and was offered to become a training manager. That was the best experience of my life: it changed my personality, and now I love interacting with new people! To this day, I see employees who went through my training, and they remember our sessions with joy. This is very precious to me.
After my career took an unpredictable turn, I chose to focus on process optimisation. A few years later, I found myself leading a team in the Customer Experience Department that had the potential to change the company for the better. This is where I am today
My journey began in 2016 as a customer service agent when I was studying at university. I was lucky to have had the chance to test many different types of work during my first year and a half, which taught me all the underlying processes and services. Everyone in Customer Service knows how much effort it takes for a seamless interaction with our customers – something that all of us appreciate so much when we encounter it. My leadership path started in 2018 when I was offered a supervisory role where I had to learn so many new things! Amidst the pandemic in 2020, I started a new role as Head of Customer Service in Ukraine, and imagine me, sitting on a sofa at home and getting the news that I now was responsible for the entire service in Ukraine, only then did it hit me – this is huge! Thankfully, I was well-supported, which helped me to grow professionally.
The biggest challenge in every Ukrainian's life is the war, which has changed our work lives dramatically. I was stunned to see how many people continued working right away, despite everything. My team is now fully remote: some relocated, and others stayed in Ukraine. Though we can't influence the situation globally, we can support each other and help with whatever we see possible – that is what I see in every team in our department, different locations of Customer Service included.
I joined AUTODOC three years ago as the only researcher in the newly opened Customer Experience Management Department and conducted 30 studies per year on my own. In September 2020, I went to my manager and offered to start a new department and in 2021 I started working directly with the CEO. After 4 months I had already hired the first researchers.
Our field research in 2021 was a really big and ambitious challenge. We spent 2 weeks watching how people work in their garages as the backbone of the AUTODOC PRO project for B2B.
We entered 2022 with two teams consisting of 11 people, and the transformation continued with Carmen Beissner joining as VP of Customer Operations. There are so many plans and goals ahead of us, and I can't wait to start implementing and revolutionising the AUTODOC insights we have gained!
countries
OUR MAIN LOCATION INCLUDING OUR HQ Jobs here
STRONG FOCUS ON LOGISTICS Jobs here
STRONG FOCUS ON CUSTOMER OPERATIONS & TECHNOLOGY Jobs here
STRONG FOCUS ON TECHNOLOGY Jobs here
AUTODOC is Europe's leading online retailer for automotive spare parts. As the fastest-growing company in this sector with constant double-digit sales growth over last years to more than 1 billion € in 2021 we aim to further expand our position. Thanks to its successful expansion, AUTODOC is now represented in 27 countries.We pursue a strong customer focus through a needs-based assortment at competitive pricing supported by social media activities and technical support in the respective national language. With AUTODOC SE headquarters in Berlin we do have offices in France, Poland, Czech Republic, Ukraine, Moldova and now we are opening an office in Portugal (Lisbon) in order to form a truly international team.Our Customer Service is based in 4 European countries and our 700-strong team from over 20 nationalities speaks more than 30 languages altogether!
We just arrived in and Portugal, Lisbon will be our new hub for customer-centricity.
Yes, you can work 30 hours a week.
Since we have just arrived in Portugal, the location is still in the process of being chosen. But our office will be in a central area of the city, with good public transport connectivity.
We really hope that we will soon find out the exact address of the office for the contact center
We have a hybrid model with 4 days in the office and 1 day remote (up to the person to decide alongside the team)
