AddressThe opportunity
In this position you will be the local point of contact to handle Polestar Customer Care related situations working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers. In this way you’re responsible for understanding and reporting the ‘Customer Service Performance’. This by analysing the feedback from our customers, driving performance between the teams, and rolling out new projects to enhance every touchpoint of the Customer’s Shopping and Ownership journey.
In addition, you will be responsible for developing Customer Loyalty programs to drive long term growth and retention in our Brand and Customer base.
This position is located at Macquarie Park, Sydney, Hybrid. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time, and support, to do what needs to be done. And to enjoy doing it, of course.
The responsibilities
- Customer Engagement: Handle second-line escalations, directly engaging with customers during their shopping and ownership journey.
- Process Development: Design and implement Customer Care, Loyalty, and Retention processes for both Retail and Fleet & Business sectors.
- Strategic Leadership: Lead strategies to achieve Customer Care Center (CCC) goals, including setting up an in-house CCC to enhance customer experience.
- Team Management: Oversee the Customer Care team, including agents, subject matter experts, and team leaders, while developing a framework for managing Customer Care operations.
- Cross-Functional Coordination: Drive cross-functional efforts, coordinating with Polestar leadership to define action plans and timelines for CCC success.
- Training and Development: Lead, coach, and train Service Partners and Customer Care Agents to handle various customer escalations, including VIP support and product inquiries.
- Performance Reporting: Report on Customer Service and CCC performance and KPIs, and forecast local market Customer Care volume.
- Budget Management: Manage and prioritize the local Customer Care budget, including commercial goodwill expenses.
- Provider Support: Support 3rd party Roadside Assistance and Financial Services providers' Customer Care.
- Onboarding and Communication: Conduct ad hoc onboarding activities and establish regular communications with CCC, emphasizing customer focus.
The ideal candidate
In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have. Tenacity. Flexibility. Curiosity. The ability to take the initiative, to meet deadlines and requirements, and to abandon ideas when they're not feasible.
In addition, you'll need the following qualifications:
- Customer support / service experience from training or second line functions.
- Experience from different markets when it comes to the needs and use of information and training.
- Experience from delivering training to build competence and skill sets.
- Knowledge and / or a strong passion for cars and technology.
- A curiosity about new ways of working and continuous improvements.
- Bachelor’s Degree, Master’s Degree and global experience a plus.
- Analytical thinking, effective problem-solving and conflict resolution.
- Customer support / service experience in e-commerce is a plus.
- Strong understanding of shopping and ownership journey of premium brands.
- Knowledge of Australian Consumer Law, rights and obligations per ACCC.
Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.
The Process
If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.
The Polestar journey is an electric one.
