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Tesla Tesla Support Specialist Netherlands, North Holland, Amsterdam 215974653
13.08.2024
What You’ll DoWhat You’ll Bring
- Diagnose: You will evaluate, diagnose, review and resolve the needs of customers and work in a creative, pro-active manner to resolve technical vehicle/charging queries. You educate owners on their vehicles/charging products, and guide or troubleshoot them through inquiries they have during their ownership
- Root Cause Analysis: The time you spend on one or multiple related customer cases will vary. You will show resilience and stamina in understanding the root cause of the issue. You can evaluate multiple issue and are quick to make links between previous customer queries
- Coordinate: whilst diagnosing customer cases, you will coordinate & collaborate with multiple relevant internal stakeholders to precisely and in a timely manner facilitate the best course of action for the customer/product
- Triage: You are able to distinguish between technical and customer queries. You will triage customers to either the relevant technical assistance which cannot be provided over the air and/or you will be able to directly solve the customers query. By doing so you illustrate an excitement to receive technical queries and translate these into non-technical requirements; by which you act as a bridge between the customer and the technical/engineering team
- Communicate: You will handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management. You possess strong interpersonal skills and are aware of the appropriate behavior when supporting diverse types of customers and complex queries. You are able to quickly simplify complex customer queries and explain in an easy to digest manner
- Represent: You will be part of a customer facing team and represent the (technical) information of many teams directly to the customer. You are Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products
- Continuous Improvement: You will use your learnings to proactively drive solutions for long-term improvements. Your subject matter expertise and attitude to feedback and problem solving will guide and improve how we serve our (existing or future) customers in the best possible way
- Administer: As part of a data-driven company, attention to detail is key to helping us do better. You will use our Customer Relationship Management software and other tools to keep an accurate record of support cases and communications
- A brand ambassador: you have a genuine affection for Tesla’s products and mission. Especially keeping up with EV industry trends and local incentives. Ability to understand and convey complex business issues and (deep) technical concepts
- Digitally savvy. We want to offer our existing and future customers an omnichannel experience. This will mean a multitude of channels, from phone to chat, SMS and potentially video
- Tech savvy. Able to quickly grasp the situation and evaluate the level of support/interference needed. You are able to diagnose and support with relevant follow-up
- Able to demonstrate a minimum of 2 years’ experience within a Customer Service environment (customer-facing or related roles in the automotive, helpdesk, hospitality, roadside assistance, emergency dispatch or similar industry). A technical background in IT, automotive or engineering is preferred, however not a necessity
- A flexible team player: You like collaborating closely with different kinds of people and can work in shifts to support your team. This may include weekends as well as morning and evening shifts; flexible working hours between 8am-7pm, Monday-Saturday
- In possession of a valid driver’s license and an acceptable and safe driving record
- Fluent in English and one other European language. Additional languages are a plus
- Legal right to work in the country you are applying
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