Customer Experience Specialist, Melbourne
The Tesla Team is committed to delivering an exceptional customer experience throughout the sales and delivery journey. The Customer Experience Specialist plays a crucial role in the company's rapidly growing sales operations.
Key Responsibilities:
* 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.
* 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.
Requirements:
* Candidate must possess excellent communication and interpersonal skills.
* Candidate must be able to work effectively in a fast-paced environment.
Benefits:
* 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
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace.