Job Description
The Customer Experience Specialist at Tesla in Melbourne ensures an exceptional customer experience throughout the sales and delivery process. Responsibilities include welcoming customers, educating them on vehicle features, assisting with delivery operations, coordinating appointments, demonstrating product knowledge, collaborating with internal teams, addressing customer concerns, ensuring accurate documentation, updating CRM systems, contributing to process improvements, and providing remote delivery support. The role requires strong customer service skills, product expertise, and attention to detail. Additional retail tasks like test drives and events may also be involved.
Must Have:
- Delightful customer delivery experience
- Vehicle feature education
- Delivery operations assistance
- Product and service mastery
- CRM system updates
- Team collaboration
- Problem-solving skills
- Excellent communication
Perks:
- Employee Stock Purchase Plan (ESPP)
- Parental leave
- Employee Vehicle Loan Program
- Novated Leasing (AU only)
- Well-being Fund
- Bike to work allowance
- Birthday Leave & Volunteer Leave
What to ExpectWhat You’ll DoWhat You’ll Bring
The Tesla Team is committed to delivering an exceptional customer experience throughout the sales and delivery journey. The Customer Experience Specialist is responsible for exciting, educating, and engaging customers both before and during their Tesla delivery. This position offers a great opportunity to influence the Tesla customer experience significantly and plays a crucial role in the company's rapidly growing sales operations.
- Welcome customers to the Tesla family by ensuring that their delivery day is a delightful experience.
- Educate customers about the basic features and functions of their vehicles.
- Assist the Store Leader with delivery operations to ensure an exceptional customer experience.
- Coordinate vehicle staging and host delivery appointments, including new owner orientations tailored to the individual customer's needs and comfort level.
- Demonstrate mastery of all Tesla products and services, along with local incentives for EV owners.
- Stay informed about industry trends and best practices.
- Collaborate with the vehicle readiness team to conduct final inspections for quality before vehicle delivery.
- Provide constructive feedback to program management and other stakeholders to enhance departmental efficiency and promote improvements across the company.
- Coordinate with internal and external teams to seamlessly coordinate various aspects of delivery day, (such as Sales, Service, and Remarketing Teams).
- Leverage a customer-centric skillset to understand and address their concerns with professionalism and empathy.
- Identify and overcome objections and obstacles, including charging and customer education.
- Ensure the final receipt of delivery is coordinated in line with accounting's revenue recognition standards.
- Where applicable, ensure that all local documents are accurately completed and signed according to government standards and revenue recognition requirements.
- Proactively and consistently update our CRM systems to ensure accurate and timely delivery information is available to management.
- Contribute ideas to enhance the Tesla delivery experience and improve back-end processes and procedures.
- Assist regional delivery customers through phone and digital channels to provide a supportive, customer-centric remote delivery experience.
- Support with additional retail related tasks as needed, including but not limited to test drives, events, and other retail activities.
- Uphold a professional appearance at all times.
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Compensation and Benefits
Benefits
In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:
- Employee Stock Purchase Plan (ESPP)
- Parental leave (no minimum employment period)
- Primary carers – 18 weeks at full pay or 36 weeks half pay
- Secondary carers – 6 weeks full pay
- Employee Vehicle Loan Program
- Novated Leasing (AU only)
- Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to them
- Bike to work – $10 per day if you cycle to work
- Birthday Leave & Volunteer Leave
Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.
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