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Customer Support Specialist

New Territories, Hong Kong (On-site)

Customer Support Specialist

2 Weeks ago • 2 Years + • Administrative • Undisclosed

About the job

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Job Description

Tesla seeks a Customer Support Specialist in Hong Kong to provide exceptional 24/7 technical support and roadside assistance to Tesla owners. This role involves handling inbound calls and emails, providing technical solutions, educating owners on vehicle operation, exceeding customer expectations, and escalating concerns to relevant departments. Collaboration with sales, service, and executive staff is crucial to enhance owner experience in this rapidly expanding Asian market. Accurate record-keeping in CRM and vehicle support systems is essential. The ideal candidate possesses strong technical skills, excellent customer service abilities, and thrives in a fast-paced environment.

Must have:

2+ years technical support experience (automotive preferred)
Excellent customer service skills
Technical problem-solving abilities
Proactive, detail-oriented, adaptable
CRM and vehicle support system proficiency
Ability to work 24/7 shifts

Good to have:

Understanding of basic automotive techniques
Familiarity with Customer Management Systems (Outlook, MS Office Suite)

Perks:

Employee Stock Purchase Plan (ESPP)
Comprehensive Medical Coverage
Global Employee Assistance Program (EAP)
Employee Vehicle Purchase Program
Tesla Vehicle Experience Program
Employee Merchandise Discounts
Celebratory Gifts
Employee Referral Program

What to Expect

What to Expect

The primary goal of Technical Support Specialist is to ensure Tesla meets its obligations and commitments by responding to Customer inquiries in an accurate and timely manner. The Technical Support team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer support concerns. The ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. Located in Hong Kong, this position requires collaboration with Tesla Sales, Vehicle Service and Executive Staff to proactively improve the owner experience for a rapidly growing customer base in our newest Asian market.

What You’ll Do

What You'll Do

Deliver highest level of customer support by answering inbound calls and emails, on technical support and roadside assistance related enquiry in a 7*24*365 environment
Educate our owners so they have optimal confidence in the operation of their vehicle
Provide workable technical solutions in a professional manner, exceed customer expectation, ensure every aspect of ownership is a true pleasure
Communicate or escalate owner’s concern to relevant parties for further follow up whenever necessary
Accurately record issues and data into CRM/ Vehicle Support Systems

What You’ll Bring

What You'll Bring

Min. 2 years Technical Support/ call center experience in automotive industry is preferable
Flexible, proactive, attention to details, eager to contribute with strong common sense
Organize, sense of priority, adapt to work in a high pressure and fast pacing environment
Accept 7*24*365 shifts to accommodate customer’s needs
Establish and maintain positive, respect, cooperative working relationships
Willingness to learn new and innovative automotive technologies
Understanding of basic automotive techniques would be an added advantage
Familiar with Customer Management Systems-Outlook, and MS Office Suite

Compensation and Benefits

Benefits

In addition to a competitive compensation package, Tesla Hong Kong is pleased to offer the following benefits for employees: