Careers

Customer Experience and Service

Customer Service Manager

Lisbon, Portugal

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Customer Service Manager

 

“If you are passionate about people and feel excited about being part of transforming a whole industry - then keep reading!”

Polestar in Portugal is expanding the team. This is an opportunity to be part of the Polestar journey and be able to form and shape the customer service in Portugal. We are looking for someone who has experience within customer service in the automotive industry.

 

Let us describe the challenge we offer

Responsible to secure Customer Service and Customer Experience deliverables in Portugal, handling the interface and coordination with Polestar Headquarter and Volvo Cars Portugal. Deliver and secure Customer Service and Support of all Polestar products and services for Portugal when it comes to the Service business operation and related systems as well as Dealer support & Customer support.


What you´ll do

As Customer Service Manager in Portugal, you will be part of an agile team and, within the customer service area, be responsible for the establishment of Polestar as a new brand in the market. This will include both implementation of existing and new processes to secure the customer satisfaction.

  • Act as the interface between Polestar Customer Service HQ, Polestar Automotive Portugal and Customer Service within the Volvo NSC in Portugal
  • Together with the Global Organization, define and implement working procedures between Polestar Customer Service and Volvo Cars Customer Service
  • In dialogue with Volvo NSC in Portugal define and work out where Polestar could get support and where Polestar needs to build up own Customer Service capabilities
  • Support in the setup of the local entity for managing the Polestar Customer Service operation and in initiating and running pilots to evaluate new program launch
  • Secure and develop the Service network and Dealer standards for Polestar in Portugal
  • Assist and develop all KPI’s and management tools of the Business Operations process, in the later stage, it is fully monitored
  • Secure, drive and support market activities to achieve Polestar Customer Service revenue, contribution margin and customer satisfaction target
  • Responsible for managing regional warranty and goodwill matters related to Polestar products, including coverage, claim analysis, audit etc.
  • Secure/develop and maintain a regional Polestar Technical Competence and Standard training covering the required competence profiles at Polestar Space & Customer Care Centers
  • Secure implementation of Dealer standards and capabilities


Who you are

You are an experienced leader within the aftersales department and the automotive industry, with more than three years' working experience and service strategy experience in premium car brands. We are looking for someone who understand the customer needs in the automotive area as well as in other consumer areas.

  • Education in technical or business University, or equivalent education
  • A proven project leader, with ability to lead and inspire various formal and informal teams
  • Strong individual with a high ability to cooperate and work in a team with the ambition to share experiences and learn from others
  • Structured and effective with excellent communication skills
  • Strong interpersonal skills and proactive approach to problem solving
  • Passion for cars and customers
  • Excellent leadership and communication skills, an inspiring leader
  • High ability to cooperate and work in a team environment with the ambition to share experiences and learn from others
  • Good business acumen and analytical skills

 

Polestar - the guiding star.

We are an electric performance brand, determined to improve the society we live in. 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. We are all in, dedicated on our ambition. Guiding our industry forward through pure, progressive, performance.

 

Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.

Are you ready for the journey? Which is electric by the way...

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