דרושים Customer Experience Specialist Home Delivery Part Time Full Time Opportunity ב-Tesla ב-United Kingdom, Manchester

• Collaborate with external payments teams to ensure they receive all required documentation to process payments within their agreed terms.
• Coordinate with Account Managers to monitor and report on account payment performance while providing insights on trends and potential payment issues.
• Identify and promptly escalate system issues to the relevant teams or your Supervisor.
• Ensure all unallocated payments are flagged with the Funding Team and allocated efficiently.
• Hold regular Teams meetings with leasing companies to address any concerns.
• Oversee invoicing automation to ensure final invoices are generated and shared with customers on time, before delivery.
• Escalate any delays in funding packs being sent to leasing companies.
• Ensure all vehicles are paid for within agreed terms, preventing any from remaining unpaid beyond 30 days.
• Continuously improve processes with a focus on automation, simplification, and exceptional customer service.

On occasion support the Operations Specialist team with;

• Conduct the daily pipeline management tasks including order accuracy audits, invoicing operations, delivery authorisations and automated email updates.
• Maintain our B2B mailboxes for UK & Ireland.
• Answer inbound communication coming from our leasing and corporate customers as well as brokers while meeting our response time SLAs.
• Support with queries regarding Tesla For Business portal, Driver Management and Tesla App.
• Ensure that all confirmed delivery appointments in the calendar are authorised by the leasing companies or brokers.
• Work cross-functionally with Direct Operations, B2B Sales Team, Stores, Vehicle Collection Points, Funding Team, Payments and IT.
• Educate Tesla colleagues from customer-facing departments about B2B orders, their rules of engagement and vehicle delivery requirements.

• Ability to effectively handle multiple priorities, organise workload, and meet deadlines.
• Confident in learning and adapting to multiple technologies.
• Positivity, enthusiasm and a passion towards the mission of Tesla.
• Proven track record of consistently providing excellent customer service in a fast-paced environment.
• Ability to thrive in a team-based environment and achieve common goals.
• Great problem solving skills, and strong ability to take initiative and be proactive.
• Good knowledge of MS Office, specifically MS Excel.
• Able to communicate, read, and write effectively in the English language on all levels
• Have the required language skills if required by our local markets
• Previous experience or good understanding of the leasing industry advantageous.
• Hold a valid UK driving licence for 2 or more years
• Ability to travel from time to time to meet with leasing companies in person.

We Offer:

• A dynamic and fast-paced environment where inclusion, learning and collaboration are key to success
• The chance to work with innovative technology, advanced tools and software
• Ongoing training and development to help you grow your skills and career
• A competitive compensation and benefits package
• A safe, clean and fun workplace

• Take over the customer once the order has been placed and guide them through the delivery process
• Validate and adjust the purchase solution designed by the Tesla Advisor to ensure a successful delivery process
• Create an ownership solution for customers who have made their purchase without previous interaction with Tesla
• Use your delivery expertise to support customers with financing, trade-ins, and registration, and ensure a smooth and timely delivery process
• Communicate regularly with customers, setting the right expectations and providing updates on delivery timelines
• Address any questions or concerns that customers may have about the delivery process and provide solutions to any problems that arise
• Ensure that all required documentation is completed accurately and on time
• Closely adhere to all processes to ensure a speedy revenue recognition and cash collection
• Coordinate with other members of the Tesla team, including the Delivery Experience team and the Service team, to provide a seamless and exceptional customer experience
• Ensure that all customers are satisfied with their delivery experience, and that any issues are resolved to their satisfaction
• Conduct vehicle handovers and
• Meet or exceed delivery targets and performance metrics

General duties:

• Operate with a flexible mindset to support sales and delivery needs across the team

• Ensure that customer details and all actions are accurately tracked and updated in our internal systems
• Execute on and share best practices with and across your Tesla location
• Educate customers on the full Tesla ecosystem and all available solutions available to meet their needs
• In respect to Tesla’s processes, timely execute on sales administrative duties including contract completion, finance, and work in close collaboration with relevant stakeholders to get it done

• Strong operations skills, and the ability to manage multiple tasks and priorities in a fast-paced environment
• Good problem-solving skills, with the ability to anticipate and address potential issues before they arise
• Excellent communication and interpersonal skills, and the ability to build strong relationships with customers and colleagues
• Ability to explain complex topics to customers in simple terms
• Attention to detail and a focus on accuracy, with the ability to complete documentation accurately and on time
• Ability to work independently and as part of a team
• Passion for Tesla's mission and products, and a desire to provide an exceptional customer experience
• Valid driving license held for a minimum of 2 years

• Welcome customers and provide an exceptional handover experience.
• Conduct key handovers, ensuring all documentation is completed.
• Offer guidance on vehicle features and answer customer queries.
• Maintain high vehicle presentation standards at collection sites.
• Assist in moving vehicles to designated areas.
• Manage appointment flow to optimise efficiency and reduce wait times.
• Support Tesla Direct deliveries when required.
• Coordinate with other members of the Tesla team to provide a seamless and exceptional customer experience.
• Always maintain a positive and professional attitude, providing an excellent customer experience that is reflective of Tesla's values.

General Duties:

• Work flexibly to support sales and delivery needs.
• Accurately track and update customer details in internal systems.
• Share best practices across locations.
• Educate customers on Tesla’s ecosystem and available solutions.
• Execute administrative duties, including contract completion and finance.
• Manage additional duties as needed to support business requirements.

• Excellent interpersonal skills with a passion for customer service.
• Strong knowledge of Tesla’s products and the ability to communicate clearly.
• Proactive mindset with strong problem-solving abilities.
• Ability to multitask in a fast-paced environment.
• Flexibility to work weekends and evenings.
• Passion for Tesla’s mission and customer experience.
• Full UK driving licence held for at least two years with no penalty points.

We Offer:

• A dynamic and fast-paced environment where inclusion, learning and collaboration are key to success
• The chance to work with innovative technology, advanced tools and software
• Ongoing training and development to help you grow your skills and career
• A competitive compensation and benefits package
• A safe, clean and fun workplace

• First-line representative of our brand, mission, and products.
• Address customer inquiries and concerns promptly via telephone, online chat, and other channels, utilising active listening and problem-solving skills to provide accurate information and solutions.
• Deliver clear, concise, accurate, and friendly verbal and written communication to effectively address customer inquiries and ensure a positive experience.
• Educate customers about our products and guide them through the pre-delivery journey, effectively addressing and overcoming any obstacles they may encounter.
• Prioritize tasks based on urgency and importance, adapting swiftly to high-pressure situations to ensure deadlines are met.
• Maintain accurate records of all customer interactions across multiple internal systems, demonstrating strong attention to detail.
• Explain and simplify complex information to customers.
• Work effectively both independently and as part of a team, contributing to a positive work environment and shared success.
• Proactively takes initiative and decisive moves to advance tasks.
• Collaborate across departments to find effective resolutions, ensuring seamless communication and teamwork.
• Maintains a high standard of accuracy and attention to detail in all tasks executed.

• At least 1 year of customer service experience in a fast-paced environment.
• Strong interpersonal skills and aware of the appropriate behaviour when supporting diverse types of customers.
• Can work effectively under pressure, both independently and collaboratively as part of a team.
• Strong verbal and written communication skills.
• Positive, enthusiastic, and passionate.
• Can hold yourself and others accountable for delivering results and meeting commitments.
• Can maintain a strong focus on achieving high-quality results, balancing speed and accuracy.
• Resilience and adaptability to an ever-changing work environment.
• Showcases an ability to take initiative and be proactive.
• Must have a valid driver’s license for a minimum of 2 years.
• Must have and continue to maintain a valid and safe driving record.
• Can work a shift pattern that will include mornings, evenings, weekends, and bank holidays in an office environment.
• Proficient with standard productivity tools (Outlook, MS Office, Excel, Teams).

• Deliver vehicles to customers' home or work addresses, providing a professional and positive handover experience.
• Ensure customers are familiar with their new vehicles by explaining features, functions, and benefits.
• Maintain a high level of customer satisfaction by addressing any questions or concerns during the delivery process.
• Act as a chaser to pick up other customer experience specialists, ensuring timely and efficient coordination.
• Manage delivery schedules and logistics to meet customer expectations.
• Provide feedback to the sales and delivery teams to improve processes and enhance customer satisfaction.

• Full UKdriving licence with no more than 6 points.
• Excellentinterpersonal skills with a natural ability to build rapport and engage withcustomers.
• Strongorganizational skills with the ability to manage multiple priorities in afast-paced environment.
• Proventrack record of delivering excellent customer experiences.
• Customer-focused with a positive and professional attitude.
• Flexibilityto work on weekends and evenings as required.
• Strongorganizational skills with the ability to manage multiple priorities in afast-paced environment.
• A passionfor Tesla's mission to accelerate the world's transition to sustainable energy.