AddressThe Customer Resolution is a new team that consists of intelligent, driven, and fair-minded individuals who exercise independent, objective judgment and tackle complex business challenges.
This team collaborates to develop innovative solutions that influence Tesla's processes, procedures, and best practices so that all Tesla customers receive exceptional experience throughout the customer lifecycle.
In this role, you will be responsible for maintaining processes and the integrity of business policies as well as ensuring a world class level of customer satisfaction. The ideal candidate must be capable of analysing inbound disputes with considerations of wider business priorities.
The Customer Resolutions Specialists works independently on individual cases but also in collaboration with the wider Business Resolutions team in navigating larger topics. Strong analytical and administrative skills, combined with the ability to apply discretion with the customer's and Tesla's interest in mind, are essential. The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances
- The ideal candidate must be capable of building a 360-degree view of a given situation by addressing Service, Sales, Legal, Operational, and Financial factors in order to provide balanced solutions for both the customer and Tesla.
- Manage and interface with both customers and internal/external stakeholders to resolve escalations efficiently, ensuring all involved adhere to deadlines as well as process and policy.
- Liaise with and, working with local teams, resolve cases raised by customer advocacy groups and Consumer Affairs.
- Evidence of Ability to interpret Consumer Law in Australia and New Zealand
- Analyse and respond to customers regarding complaints based on Australian and New Zealand Consumer Law and Guarantees.
- The Customer Resolutions Specialist acts independently and exercises a high degree of discretion and independent judgment to evaluate each situation, assess risk, and determine how best to manage each case with the customer's and Tesla's interests in mind.
- The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances.
- Be passionate about customer service and critique processes in the interest of the customer experience.
- Provide support to local field teams to scale with the rapidly growing customer base
- Support special projects, field engagements, operational reporting and analysis as assigned
- Provide summary analysis, drafts, recommendations, and administration support to Business Resolutions for high level cases involving business risk.
- Customer service focused mentality
- Team player with excellent communication skills
- Excellent customer service skills
- MS Office competence
- High attention to detail
- Time management skills in a deadline sensitive environment
- Ability to solve problems and make decisions autonomously.
- Energetic and enthusiastic with can-do attitude for Tesla's mission and goals
