Job Description
As a Tesla Roadside Support Specialist in Amsterdam, you'll provide crucial assistance to customers experiencing vehicle breakdowns. Your responsibilities include diagnosing vehicle issues, performing root cause analysis to improve future support, representing Tesla's brand and escalating complex issues, communicating professionally with customers, making informed decisions based on cost, speed, safety, and customer experience, and meticulously documenting support cases using CRM software. You'll be the voice of Tesla, ensuring a positive and memorable experience for customers during a stressful time. The role requires strong customer service skills, an interest in cars and technology, multitasking abilities, flexibility, and excellent communication skills in English and Spanish. Working hours are flexible between 32-40 hours per week across various shifts, including weekends and holidays.
Must Have:
- Excellent customer service
- Bilingual (English, Spanish)
- Problem-solving & diagnostic skills
- Strong communication skills
- Multitasking & prioritization
- Technical aptitude
What to ExpectWhat You’ll Bring
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
- 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 Spanish speaker.
- Legal right to work in the location of the role
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