Tesla is looking for an online after-sales advisor to work on one of the most modern vehicle brands in the world. This position involves a high level of interaction with customers and colleagues. The candidate will need to possess strong technical knowledge and be able to provide high-quality customer service. This position is available in our Service Center. However, professional travel is expected, according to the requirements of the management. Are you interested in joining a top-tier service team and working on the latest innovations in electric vehicles? This position may be for you!
Responsibilities
Determine if customer issues can be resolved by phone; if necessary, escalate information to the pre-diagnosis team and mobile service team, and provide explanations to the customer
Interact with pre-diagnosis teams and follow up with customers as needed
Concisely record problems and information in the dealership management system
Answer customer phone calls and emails to manage their concerns with the highest level of attention and service
Call back missed contacts; send timely emails
Schedule appointments, confirm time and requests, regularly keep the customer informed if necessary
Know the relevant geographic area well, correctly estimate travel time and distance between different appointments
Initiate the request procedure for spare parts
Report customer problems when necessary
Ensure the regular progress of customer service advisors on the flow of clients, developments, new processes, etc.
Maintain relationships with field teams and the Service Center
Communicate the results obtained for KPIs to team leaders and stakeholders confidentially
Requirements
Understanding of basic automotive techniques related to vehicle repair and maintenance
Ability to follow oral and written instructions with attention to detail
Relevant experience in a customer-facing role delivering excellent service, preferably from a technical or automotive environment
Effectively handle multiple priorities, organize workload, and meet deadlines
Proven ability to work and communicate effectively in a team-based environment and achieve a common goal
Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to details, especially the accuracy of system operation and data information
Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
Ability to establish and maintain cooperative working relationships
Conflict management skills - ability to address and defuse difficult conversations and customer conflict
Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services
Digitally savvy – ability to adopt and adapt quickly to new technology and systems
