Careers

Customer Experience and Service

Customer Care Center Manager - Sweden

Gothenburg, Sweden

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Customer Care Center Manager - Sweden


Passion - you have it. For people, the EV revolution, our products, and align with our sustainable mission to improve the society we live in. Your passion is energetically fueled into exceptional people and team management skills. Sounds like you? Apply today, last application date is December 8th.

 

Let us describe the challenge we offer

The people at Polestar believe in our sustainable mission to the planet, but we also care about building sustainable relationships with our customers. The Global Customer Care team is in an exciting phase of developing a new inhouse function – our very own Customer Care Center! This function will work both directly with customers, as well as with third parties representing Polestar, to ensure that customers can get the help and information they need through the channel that best suits them.

The role as a Customer Center Manager will be working in this new inhouse function from the very beginning. In this unique role, you will set the course for exceptional customer experiences by leading, managing and developing the Customer Care Center function.

We love spending time together and learning from each other – we therefore invite you to work from our new office located in Gothenburg (Hisingen), Sweden. We embrace our office days; however, we understand the importance of changing working environments – we are flexible for working remotely a few days per week. Together with your approximately twenty colleagues, you will inaugurate this new office and set the bar for success within the service delivery towards our customers.

 

What you’ll do

In this exciting role, you will lead, manage, and develop the teams in your country to deliver brilliant performance and a first-class personal experience for our current and future customers across the buying and ownership journey. The role will include people management, budget management, and making sure that the center delivers the best possible customer service. This will entail supporting the Team Leaders where you will take part in building a culture of openness, transparency, motivation and take pride in the business.

The areas you will cover are:

  • Service Delivery by implementing and monitoring CRM-processes
  • Planning, Forecasting and Capacity Management
  • People Management and Quality Assurance
  • Operational process and Knowledge Management

During the first weeks of your employment, you will have an induction period where you will learn about your role, your team and the Polestar way. After completing this, you will be a part of a training and development programme, which is an on-going opportunity to learn and grow in skills – we believe in a culture of coaching and development for all people joining.

 

Who you are

To be a great fit for this role, we are looking for you with exceptional customer service and leadership skills. You are immaculate in listening and have an enthusiastic and flexible approach with the ability to coach a team. Your passion for EV and our planet surges through your communication into an energetic and inspirational attitude.

Further on, we are searching for you who have:

  • A university degree, higher educational degree or equivalent in any subject
  • Minimum five years' experience in a managerial position
  • Earlier experience of working within a Contact Centre or Outsourcing Operation/Service/Sales
  • A professional background in the automotive/technology industry
  • Knowledge of Contact Centre Systems (MI, CRM, WFM, Quality Assurance and Complaints Management)
  • Excellent oral and written communication in English and Swedish

It is meritorious if you have the following:

  • A degree in Business or Engineering
  • Other language skills

In addition to this, you are resilient, motivated with an innovative attention to detail and the promise to deliver results that comply with regulations. For you, negotiation and planning of organization comes naturally. Also, you lead with integrity, respect and honesty when shouldering many responsibilities.

 

Apply today

Is this you? If you are interested in joining the Polestar family as Customer Care Center Manager, please submit your application (no need for cover letter) before the end of December 8th 2021. We expect to conduct interviews during weeks 48-50 and the position is expected to start on the 31st of January 2022.

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


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