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Customer Support Specialist
3 weeks ago
Job Summary:
We are seeking a highly skilled Customer Support Specialist to join our team. In this role, you will be responsible for guiding our existing customers through their most vulnerable times, providing exceptional support and creating memorable experiences.
As a Roadside Assistance Expert, your primary objective will be to diagnose and resolve customer needs in a timely and professional manner. You will work closely with our Service centers to capture learnings from previous roadside incidents, streamlining and prioritizing cases to reduce costs and improve customer interactions.
Key Responsibilities:- Diagnosis and Resolution: Evaluate, diagnose, review, and resolve customer needs in a timely and professional manner.
- Root Cause Analysis: Work with the Service centers to analyze and identify root causes of roadside incidents, implementing improvements to reduce costs and enhance customer experiences.
- Representation: Represent our brand, mission, and products as Tesla's voice for escalations and complex issues.
- Communication: Handle customer concerns with professionalism, urgency, and escalate matters that require senior management concurrence in a timely manner.
- Decision Making: Define the right course of action on a customer-by-customer basis, making decisions based on cost, speed, safety, and customer experience.
What We're Looking For:
- Candidate Profile: A customer-centric individual with a background in customer service and a passion for delivering exceptional experiences.
- Eager to Learn: No prior automotive expertise is required; we expect candidates to have a genuine interest in cars and technology and be eager to learn.
- Multi-tasker: Thrive in a fast-paced environment, prioritize effectively, and manage stressful situations and multiple work streams to offer the best experience to existing and future customers.
- Flexibility: Collaborate closely in diverse teams, work between 32-40 hours per week, and commit to shifts between 7am – 11:30pm, including occasional night shifts and weekends.
- Communication Skills: Fluency in Norwegian and English is required; additional European languages are beneficial.
- Legal Right to Work: Possess a legal right to work in the location of the role.
