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Tesla Customer Support Supervisor Australia, New South Wales, Sydney 62818354
16.04.2025
What You’ll Do What You’ll Bring
- Develop and coach a team of Customer Support Specialists to meet and exceed targets.
- Monitor and report on team productivity including key performance indicators.
- Exceed dynamic weekly and monthly service level targets in cooperation with the service organisation.
- Act as an escalation point for customers with a variety of customer service concerns.
- Optimise daily activity to maximise effective coverage for online and phone support inclusive of daily planning and activity metric adherence.
- Suggest and support the implementation of new improvements to Customer Support workflow, daily, weekly, and monthly reporting, and CRM system.
- Provide evaluation, identify areas of improvement and distribute active feedback to team to ensure a consistent output for your region.
- Evaluate contact strategies based on a combination of anecdotal and qualitative evidence.
- Excel at identifying present issues within the business, forecast potential short/medium term concerns while providing solutions.
- Conduct business dealings in a way that creates a superior customer experience that represents the Tesla brand values.
- Keep up with industry trends and best practices, including utilization of new technology and web resources.
- Work with the technical departments to understand current vehicle and system issues and develop troubleshooting/educational talking points.
- Contribute to the continuous improvement of processes and procedures to advance the mission, business model, and Tesla brand.
- Provide feedback and recommendations based on direct experiences with our owner network.
- 3+ years of leadership experience in a call center or customer service industry.
- Exceptional written and oral communication skills.
- Ability to coach and cultivate a successful team without focusing on metrics.
- Flexible schedule and availability for assisting team 24/7.
- Knowledge of existing systems and process for the department in which applying.
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