Tesla Service Advisor

Tesla is looking for an online after-sales advisor to work on one of the most modern vehicle brands in the world. This position involves a high level of interaction with customers and colleagues. The candidate will need to possess strong technical knowledge and be able to provide high-quality customer service. This position is available in our Service Center. However, professional travel is expected, according to the requirements of the management. Are you interested in joining a top-tier service team and working on the latest innovations in electric vehicles? This position may be for you!

Responsibilities

• Determine if customer issues can be resolved by phone; if necessary, escalate information to the pre-diagnosis team and mobile service team, and provide explanations to the customer
• Interact with pre-diagnosis teams and follow up with customers as needed
• Concisely record problems and information in the dealership management system
• Answer customer phone calls and emails to manage their concerns with the highest level of attention and service
• Call back missed contacts; send timely emails
• Schedule appointments, confirm time and requests, regularly keep the customer informed if necessary
• Know the relevant geographic area well, correctly estimate travel time and distance between different appointments
• Initiate the request procedure for spare parts
• Report customer problems when necessary
• Ensure the regular progress of customer service advisors on the flow of clients, developments, new processes, etc.
• Maintain relationships with field teams and the Service Center
• Communicate the results obtained for KPIs to team leaders and stakeholders confidentially

Requirements

• Understanding of basic automotive techniques related to vehicle repair and maintenance
• Ability to follow oral and written instructions with attention to detail
• Relevant experience in a customer-facing role delivering excellent service, preferably from a technical or automotive environment
• Effectively handle multiple priorities, organize workload, and meet deadlines
• Proven ability to work and communicate effectively in a team-based environment and achieve a common goal
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to details, especially the accuracy of system operation and data information
• Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
• Ability to establish and maintain cooperative working relationships
• Conflict management skills - ability to address and defuse difficult conversations and customer conflict
• Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems
• Fluency in speaking/writing English