Service Support Specialist

Job description

Description

Customer Service Specialist

Tesla Contact Centre

The role
Tesla is looking for a Customer Support Specialist to work on one of the most progressive vehicle brands in the world. This position requires a high level customer and employee interaction as you will be liaising between the customer and the Service Centres, so the ideal candidate will require a strong level of customer service skills and experience.

The overall responsibility of this role is to ensure Tesla meets its obligations and commitments by responding to customer inquiries in an accurate and timely manner answering incoming phone calls and emails. The Contact Centre team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer concerns. Qualified persons may have a background in customer support, call centre environments or administrative roles. Candidates will thrive in both an independent and team environment.

Responsibilities

·Deliver an exceptional customer service and providing an excellent customer experience by taking inbound phone calls for our service centre customers

·Review and assess customer concerns for possible troubleshooting and remote diagnostics

·Assist customers in scheduling appointments with the local service team

·Evaluate the need of the customers and work in a creative, pro-active manner to resolve and support general queries and questions

·Accurately record customer concerns, determine the best course of action and successfully make appointments appropriate to the category of work required

·Effectively handle multiple priorities, organize workload and reach deadlines

·Provide an exceptional experience to our customers on a day to day basis

·Accurately record issues and data into CRM / Vehicle Support System

Desired profile

Requirements

·Minimum 2 years of relevant customer service work experience

·Excellent written and oral communications skills in English

·Exceptional customer service and soft skills

·Ability to effectively prioritize and multitask

·Flexible schedule and shift working

·Fluent in customer management systems and MS Office Suite

·Administrative duties and customer service experience is a must

·Ability to follow oral and written instructions with attention to detail

·Willingness to learn new and innovative automotive technologies

·Willingness to assist and teach others on the team

·Establish and maintain positive, cooperative, working relationships

·Work in a team-based environment and achieve common goal

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