Customer Care Advisor – Polestar UK & Ireland Bicester, England
Job description
“If you are passionate about people and feel excited about being part of transforming a whole industry - then keep reading!”
About us
Polestar is an electric performance brand, determined to improve the society we live in by catalysing the change to sustainable mobility. We are a team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and each component is critical to the performance of our cars. Each person working at Polestar is as important to the team and its performance. We are all in, dedicated on our ambition. Guiding our industry forward through pure, progressive, performance.
Our focus is on uncompromised design and technology. Passion and emotion drive us, electricity and innovation drive our cars. Our products are excellent, efficient and entertaining. In Polestar’s future, there is no room for shortcuts, excuses or compromises.
Let us describe the challenge we offer
To deliver brilliant performance and a first class personal, experience for our current and future customers across the shopping and ownership journey, ensuring all requirements and service levels are achieved. Customer Care Advisor will work under supervision delivering output according to pre-defined operational and business targets.
The role is Multi skilled and will involve Customer Care activity including:
- Product, Service and Support Enquiries via Inbound Calls, Outbound Follow up Calls, Emails, Cases, Chat and Social Media Channels
- Vehicle registrations, fleet pack assignment and order to delivery processes
- Outbound Lead Generation and Follow up Calls on Test Drives
- First line Complaint resolution
- Other as required
Your key responsibilities will be:
- Brand Ambassador for Polestar and our vision for a sustainable planet
- Providing excellent customer service at all times
- Building and maintaining friendly and professional relationships with customers
- Take ownership of the Customer Enquiry – First Contact Resolution
- Handle incoming, Product, Service and Support calls ensuring identification and verification processes are adhered
- Receive and respond to customer emails/cases and chats through to resolution in accordance with agreed Customer Relationship Management (CRM) process, system and data requirements
- Make outbound follow up Roadside Assistance, Product, Service and Support calls as required
- Provide Customers with up to date product information and advice
- Support Customers through the customer buying process via Online interactions/navigations on the Polestar Customer Portals and Systems
- Conduct outbound Lead Generation calls
- Conduct outbound follow up calls on test drives and events
- Support Polestar customer social media activity in line with agreed process
- Logging all Customer contacts and required information on the Customer CRM and other required systems with accuracy and attention to detail
- Complaint handling, including resolving and logging of complaints and escalating to appropriate teams
- Achieve Key Performance Indicators (KPI’s) in order to meet Service Level Agreements (SLA’s)
- Use agreed company methodology and processes to ensure full internal and customer audit trail and compliance is maintained
- Keeping up to date with Product Knowledge and Policy changes via Product Briefings, Knowledge Management System and attendance at Trainings
- Escalate any potential problems and feedback from customers to the management team using appropriate methods
- Working with other internal teams to provide a streamlined experience for customers
Behaviour Competencies:
- Passionate about our planet/Interest in Technology/EV
- Customer Centric/Service Focus
- Enthusiastic work ethic, positive approach to the working environment
- Energy and achievement – Results orientated
- Ability to work as part of a Team
- Resilience and motivation
- Attention to detail & quality orientation
- Flexibility – Ability to adapt to different situations (Inbound, outbound, email, chat etc.)
- Good Time Management
- A minimum of 6 months previous experience in a Customer facing role
- Previous automotive or technology industry experience (desirable)
- Educated to high school level or equivalent
- Excellent oral and written communication skills in English
- Good IT and Computer skills
- Able to work rotational shifts: 8am to 8pm Monday to Friday and rotated Saturday 9am to 5pm
As a person you can manage multiple stake holder requirements, always putting customer experience first. You are also a digital-minded, flexible and agile individual who thrives working in fast-paced and dynamic environment and who has a can-do attitude and a self-starter approach. You are able to handle a broad portfolio of tasks and are a confident manager. Last but not least, you have passion for cars and people.
Competence and experience is important, but personality is key!
We are a company with strong growth focus. As we are in a phase of setting up our global organisation and developing processes and tools while growing at a high speed a strong experience is required to manage the level of complexity and fast decision taking. We are a flat organisation with a Go-Get-Attitude, and we act as a strong team to get things done to enable the business to be successful. We work with speed and engagement in a collaborative manner.
Is this you?
We look forward to receiving your application as soon as possible. We will do ongoing selection of candidates during the application period, so don't hesitate to submit your application if you're interested.
At Polestar, the sky is the limit.
