Customer Support Specialist
Job Summary
Job Description
This role requires a high-level of customer and employee interaction, demanding strong customer service skills and experience. The primary responsibility is to ensure Tesla meets its obligations by responding to customer inquiries accurately and promptly. This involves developing and maintaining excellent relationships with Tesla owners and internal departments to effectively address concerns. Responsibilities include answering inbound calls and emails, evaluating customer needs, resolving technical issues, educating owners on vehicle operation, providing vehicle and charging orientations, determining if technical solutions require phone support or on-site service, communicating owner concerns to relevant teams, accurately recording data, and performing other related duties as assigned. The ideal candidate will thrive independently and as part of a team, prioritizing amazing service and exceeding customer expectations with a calm and focused demeanor. Automotive service experience or a background in technical support or call centers is preferred.
Must have:
- Excellent communication skills
- Customer service experience
- Technical problem-solving skills
- Automotive knowledge
- CRM/support system proficiency
- Flexible schedule
- Prioritization and organization
Good to have:
- Automotive service experience
- Call center experience
- Mentoring experience
Perks:
- Annual medical check-up
- Flu vaccination
- Group insurance
- EAP (Employee Assistance Program)
- Paid sick leave
- Family care leave
- Parental leave
- Defined contribution pension plan
- Social insurance
- Flexible benefits plan
- Long service recognition
- Employee referrals
- eShop employee discounts
- Welcome gift
- Tesla uniforms (for certain positions)
1 skill required
Job Details
What to ExpectWhat You’ll Bring
This position requires a high-level customer and employee interaction, so the ideal candidate willrequire a strong level of customer service skills and experience.The overall responsibility of this role is to ensure Tesla meets its obligations and commitments byresponding to customer inquiries in an accurate and timely manner. The Customer Support teamdevelops and maintains excellent working relationships with Tesla Owners and various internaldepartments to carefully and effectively address customer concerns. Qualified persons may have abackground in customer support or administrative roles. Candidates will thrive in both an independentand team environment. Your core values should revolve around providing amazing service andexceeding customer expectations, while having a calm and focused demeanor.
What You’ll Do- Provide highest level of customer support by answering inbound calls and emails
- Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the vehicle
- Educate our owners so they have optimal confidence in the operation of their vehicle
- Provide vehicle and charging orientation. Cater to individual customers by adapting to their
- specific learning style.
- Determine if technical solution can be resolved via phone or if vehicle service is need
- Communicate owner’s concerns with Service Managers, Service Engineering, Supercharger
- Engineering or Roadside Assistance when necessary
- Accurately record issues and data into CRM / Vehicle Support System
- Other Responsibilities: Perform other related duties as assigned, based on the business need
- Automotive service experience or background in Technical Support or call center environment preferred
- Excellent written and oral communications skills
- Flexible schedule; team runs 24/7/365 to accommodate our customer’s needs
- Customer Management Systems-Outlook, and MS Office Suite
- Understanding of basic automotive techniques related to repair and servicing of automobiles
- Ability to follow oral and written instructions with attention to detail
- Willingness to learn new and innovative automotive technologies
- Willingness to assist and mentor others on the team
- Effectively handle multiple priorities, organize workload, and meet deadlines
- Most importantly; have the ability to put out customer’s needs first and do everything necessary to accommodate their concerns and requests with the highest level of service, courtesy and respect
Compensation and Benefits
Benefits
복지제도:
Tesla Korea는 모든 직원의 건강하고 행복한 직장 생활을 위해 경쟁력 있는 보상 패키지와 더불어 직원에게 다음과 같은 복리후생을 제공합니다.
WELLNESS
- 매해 종합건강검진 제공 및 건강검진휴가 부여
- 독감 예방 백신 접종
- 단체보험: 직원 본인관 배우자 및 자녀 대상
- 전문 상담 프로그램(EAP): 본인 및 가족 포함
- 경조 휴가, 비용 및 용품 지원
- 유급 병가
- 가족 돌봄 휴가
- 육아휴직
- 퇴직연금
- 4대보험 : 국민연금, 건강보험, 고용보험, 산재보험
GROWTH
- 선택적 복리후생
- 장기 근속 포상: Tesla의 특별 선물과 함께 유급 휴가 제공
- 직원 추천 포상금
ENGAGEMENT
- eShop 직원 할인
- 입사 축하 선물
- Tesla 유니폼(일부 특정 직무에만 해당)
Tesla의 정책에 따라 게재된 내용은 사전 통지 없이 변경/철회될 수 있으며 일부 자격 기준이 적용될 수 있습니다.
Tesla Korea provides the following benefits for employees in addition to a competitive compensation package, to foster a healthy and happy work life for all our employees.
WELLNESS
- Annual Medical Check-up with one-day medical examination leave
- Flu Vaccination
- Group Insurance: Including Spouse and Children
- Employee Assistance Program: Counselling program including families
- Congratulations & Condolences leave and allowance
- Paid Sick Leave
- Family Care Leave
- Parental leave
- Defined Contribution Pension Plan
- Social Insurance: NP(National Pension)국민연금, HI(Health insurance)건강보험, EI (Employment insurance)고용보험, OHSI(Occupational health and safety insurance)산재보험
GROWTH
- Flexible Benefits Plan
- Long Service Recognition: Paid leave with special gifts from Tesla
- Employee Referrals
ENGAGEMENT
- eShop Employee Discounts
- Welcome Gift
- Tesla Uniforms (only for certain positions
Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s direction with no prior notice.
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