Team Leader - Customer Care

Artarmon, NSW
Permanent
Full-time

2 days ago

Our client, Polestar Australia, is fast becoming a guiding light in the transformation of the Australian automotive landscape. This revolutionary luxury automotive brand is seeking a Team Leader for their high performing customer experience team.As Team Leader, Customer Care, you will lead a team of Customer Engagement Advisors at their Artarmon head office, reporting to the Customer Care Manager. Typical responsibilities include coaching, motivating and supporting the team to deliver world-class service to Polestar’s customers, service partners and internal stakeholders.You will also act as a point for escalations, ensuring operational excellence and contributing to the ongoing evolution of Polestar’s customer experience. This role is based full-time in their recently renovated high-end showroom, offices and workshop on Sydney’s lower Nth Shore.Key responsibilities:

Become an inspiring brand ambassador for Polestar, your team and their vision for a sustainable planet
Provision of scheduling, briefing updates, case routing, performance management, coaching and development of your team of Customer Engagement Advisors
Ensuring your team provides respect and excellence in customer service whilst building and maintaining a friendly and professional rapport with customers
Working closely with support functions from headquarters in Sweden and marketing initiatives as required
Provide and maintain operational process libraries, ensuring Customer Engagement Advisors have access to latest product information, Knowledge Manuals and systems
Foster enduring professional relationships with customers on their buying process via online portals
Respond effectively to social media interactions in line with company protocols overseeing accurate logging of all customer interactions in their CRM system and maintaining compliance with internal standards

Qualifications & Experience:

Previous experience with quality assurance frameworks and associated coaching programs is highly advantageous. Naturally those with a local Automotive OEM or luxury automotive retail environment would be ideally suited
Superb verbal communication and excellent writing skills
Experience in contact centre environments, email case management and strong data and analysis skills
Experience with live chat case handling, well developed technical skills, social media proficiency, and advanced Microsoft Office abilities
Ideally an understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM, Amazon Connect and Genesys phone systems are all highly advantageous and necessary attributes

What do we offer?

Competitive remuneration and an A-Grade office fit-out
Structured learning & career development program opportunities
A dynamic, collaborative and respectful working environment
Health & Well-being initiatives

To submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Nitin Gundagowni on 0478 307 002.

Bayside Group

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