16.03.2021

Customer Care Specialist – Local Market, Customer Experience

We’re expanding, and we need people who share our vision and want to be part of something different. We are looking now for our next star within Customer Care to join our Belgium team!

Polestar is an electric performance brand, determined to improve the society we live in by catalysing the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence!

Let us describe the challenge we offer

Polestar Customer Care Operations works with our Global Customer Care Centers to secure capable and passionate customer support through inbound and outbound channels. Today we have five customer care centers located in Torslanda, Deventry, Dietzenbach, Shanghai and New York.

As a local Customer Care Specialist you will be the local point of contact to handle customer care related situations working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers. In this way you’re responsible for understanding and reporting the ‘Customer Service Performance’. This by analyzing the feedback from our customers, be the driver between the departments and rolling out new projects. For this position we see you with a pro-active mindset and bring your own ideas.

What you´ll do

• A second-line escalation role, in local market with significant direct customer-contact successfully supporting customers throughout the Shopping and Ownership journey
• Redesigning and implementation of Customer service processes
• Training our Service Partners and Customer Care Agents
• Navigate and handle all types of customer escalations (VIP support and relationships, commercial goodwill, product queries etc.) between internal and external stakeholders/partners
• Local market coordinator towards Polestar Support supplier
• Support Polestar Support with:

  • Local market Customer care volume forecast – update with local sales volumes, activities etc., lead weekly market operations meeting
  • Manage and prioritize local customer care budget

You and your skills

• Documented customer support/service experience from training or second line functions
• Experience from different markets when it comes to the needs and use of information and training
• Experience from delivering training to build competence and skill-sets
• Knowledge and/or a strong passion for cars and technology
• A curiosity about new ways of working and continuous improvements
• Fluent in Dutch/French/English (written and oral)
• Knowledge how to write and express information in a pedagogical way

How To Apply

Is this you? If you are interested in joining the Polestar family, please submit your CV and personal letter as soon as possible. We apply a continuous selection process and interviews will be held continuously, and the position could be filled before the application end date.

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