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Customer Experience

Customer Care Specialist – Local Market, Customer Experience

Köln, Germany

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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 for our next star to join our great team in Cologne!

Polestar is the independent electric performance car brand founded by Volvo Cars and Geely Holding. Operating as a start-up, but with the benefits of experience and expertise provided by its established founding companies, Polestar is a dynamic, exciting and rapidly expanding brand. Polestar’s first two products – the electric performance hybrid Polestar 1 and the electric performance fastback Polestar 2 – have been recognised both by the world’s press and customers to be outstanding vehicles. They are currently marketed in ten global markets across China, Europe and North America.

Let us describe the challenge we offer

Polestar Customer Care Operations works with our global customer care centres to secure capable and passionate customer support through inbound and outbound channels. Today we have five customer care centres 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.

What you’ll do

  • Perform a second line escalation role in the local market with significant direct customer contact to successfully support customers throughout their Shopping and Ownership journeys.
  • Navigate and handle all types of customer complaints and escalations coordinating internal and external stakeholders and partners: VIP support, commercial and (facilitation of) technical goodwill, product queries etc.
  • Local market co-ordinator 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
    • Tracking of critical cases to ensure SLAs are met
    • Governance of customer care in- and outbound channels (e.g. gathering technical and reporting requirements for development; ensuring functionality and GDPR-compliance, CI and CEX adherence)
    • Manage and prioritize local customer care budget
    • Support with sales and lead management activities such as test drive follow-ups and welcome calls
  • Coordinate with CRM colleagues to push one message across all customer touch points
  • Work with your team in our Business Operations team towards a comprehensive internal reporting dashboard as a basis for optimizing daily operations

You and your skills

  • Documented customer support experience from training or second line functions
  • Experience working with outsourced customer service / call center
  • Experience delivering easy to use, reliable knowledge content and trainings to build competence and skill sets across Sales and Aftersales journeys
  • Knowledge and/or a strong passion for cars and technology
  • Advanced problems solving skills in interacting with our investor and service point network
  • Proven sales and/or lead management experience is a plus
  • A curiosity about new ways of working and continuous improvement
  • Fluent in English (written and oral)

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...

Experienced Fleet & Business Sales

We are looking for an experienced Fleet & Business Salesperson who will take the responsibility for achieving targets in B2B transactions. To fit in this role we think that you are a strong communicator, solution-oriented, targeted and team-oriented with robust operational capabilities. Is this you? We are looking forward to read your application.

Date
Category
Retail & Sales
Location
Fornebu, Norway

Experienced Fleet & Business Sales

We are looking for an experienced Fleet & Business Salesperson who will take the responsibility for achieving targets in B2B transactions. To fit in this role we think that you are a strong communicator, solution-oriented, targeted and team-oriented with robust operational capabilities. Is this you? We are looking forward to read your application.

23.12.2020
Retail & Sales
Fornebu, Norway
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