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Tesla Roadside Support Specialist

North Holland, Netherlands (On-site)

Tesla Roadside Support Specialist

50 Minutes ago • All levels • Administrative • Undisclosed

About the job

2 skills required for this role

Add these skills to join the top 1% applicants for this job

customer-centric

team-management

Job Description

As a Tesla Roadside Support Specialist in Amsterdam, you'll provide crucial support to customers experiencing vehicle breakdowns. Your responsibilities include diagnosing vehicle issues, conducting root cause analysis, collaborating with service centers, representing Tesla in escalations, handling customer concerns professionally, making informed decisions on the best course of action based on cost, speed, safety, and customer experience, and maintaining accurate records using CRM software. You'll need excellent communication skills in English and German, be comfortable in a fast-paced environment, and be proficient in managing multiple tasks simultaneously. The role requires flexibility to work shifts between 7 AM and 11:30 PM, including weekends and holidays. Additional language skills are a plus.

Must have:

Excellent customer service
Bilingual (English, German)
Problem-solving skills
Technical aptitude
Strong communication
Multitasking abilities

Good to have:

Additional European languages
Automotive knowledge

What to Expect

As a Tesla Roadside Support Specialist, your role will be to guide our existing customers at their most vulnerable time; when their car has broken down – you are the one to support them and create a memorable and best in class experience.

What You’ll Do

Diagnose: You will evaluate, diagnose, review and resolve the needs of customers
Root Cause Analysis: The time you will spend on one or multiple related customer cases will vary. You will work together with the Service centers to capture learnings from previous roadside incidents in an effort to streamline and prioritize roadside cases to reduce the costs of towing/rental cars and offer smoother interactions for our customers
Represent: You will be Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products
Communicate: You will handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management
Decision Making: You define the right course of action on a customer by customer case. You will make the right decision based on cost, speed, safety and customer experience
Administer: As part of a data-driven company, you will use our Customer Relationship Management software and other tools to keep an accurate record of support cases and communications

What You’ll Bring

Customer-centric: You have a background within customer service environment and you love to deliver an excellent customer experience
Eager to learn: We don’t require you to be an automotive expert, but we expect you to have a genuine interest in cars and technology and be eager to learn
A multi-tasker: You thrive in an ever-changing and fast-moving environment, prioritize effectively and can manage stressful situations and multiple work streams at once to offer the best experience to existing and future customers
Flexible: You thrive collaborating closely in diverse teams and people. You can work between 32-40 hours per week and commit to shifts between 7am – 11:30pm and occasional night shifts, including working on weekends and bank holidays
An excellent communicator: we are looking for a bilingual English and German speaker. Any additional European languages plus Turkey or Hebrew would be beneficial.
Legal right to work in the location of the role

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