We are looking for a Service Quality & Customer Satisfaction Specialist to join a project for one of our clients in the automotive industry, supporting Customer Experience and Service Quality activities for the German market.

The role focuses on Voice of Customer (VoC), Customer Satisfaction, E-Reputation and Google Business Profile management, combining data analysis and reporting with direct collaboration with the German dealer network.

You will work closely with Quality & Customer Satisfaction teams, Quality Field teams and dealers, monitoring customer feedback and performance indicators, identifying improvement opportunities and following up on corrective actions.

Working model: Hybrid – 2 days/week on-site and 3 days/week working from home.
Location: On-site activity takes place at our client's premises in Bucharest.

Please note: As the position supports the German market, fluent German is mandatory for this role.

We are looking for an analytical, organized and proactive professional with:

• Fluent German – mandatory and advanced English;
• Strong Excel and PowerPoint skills;
• Good analytical, communication and stakeholder management skills;
• Ability to work independently and manage priorities effectively;
• Previous automotive industry experience is a strong advantage;
• Experience with VoC, Google Business Profile, E-Reputation, Medallia or Partoo is a plus.

Key Responsibilities

• Support Voice of Customer (VoC) and customer satisfaction activities for Sales and After-Sales;
• Analyze customer satisfaction results, KPIs and key drivers of dissatisfaction;
• Prepare and validate data, reports and presentations;
• Monitor Google Business Profiles and E-Reputation KPIs across the dealer network;
• Identify issues and work directly with dealers to ensure corrective actions are implemented;
• Collaborate with Quality teams and the German dealer network on improvement actions;
• Turn customer feedback and data into clear, actionable recommendations;
• Ensure data accuracy, timely reporting and follow-up of ongoing actions.

Main tools: Excel, PowerPoint, Teams, Medallia, Partoo and Google Business Profile.