Customer Care Manager

7 months ago

Sydney, Australia Polestar Full time

**The opportunity**

In this position you will be the local point of contact to handle Polestar Customer Care related situations working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers. In this way you’re responsible for understanding and reporting the ‘Customer Service Performance’. This by analysing the feedback from our customers, driving performance between the teams, and rolling out new projects to enhance every touchpoint of the Customer’s Shopping and Ownership journey.

In addition, you will be responsible for developing Customer Loyalty programs to drive long term growth and retention in our Brand and Customer base.

This position is located at Macquarie Park, Sydney, Hybrid. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time, and support, to do what needs to be done. And to enjoy doing it, of course.

**The responsibilities**
- Direct engagement with customers throughout shopping and ownership journey as second-line escalation.
- Design and implementation of Customer Care, Loyalty, and Retention processes.
- Leadership in achieving Company's Customer Care Center goals and setting up in-house CCC.
- Management of Customer Care team, including coaching, training, and handling escalations.
- Coordination with internal and external stakeholders, reporting on performance, and budget management.

In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have. Tenacity. Flexibility. Curiosity. The ability to take the initiative, to meet deadlines and requirements, and to abandon ideas when they're not feasible.

In addition, you'll need the following qualifications:

- Customer support / service experience from training or second line functions.
- Experience from different markets when it comes to the needs and use of information and training.
- Experience from delivering training to build competence and skill sets.
- Knowledge and / or a strong passion for cars and technology.
- A curiosity about new ways of working and continuous improvements.
- Bachelor’s Degree, Master’s Degree and global experience a plus.
- Analytical thinking, effective problem-solving and conflict resolution.
- Customer support / service experience in e-commerce is a plus.
- Strong understanding of shopping and ownership journey of premium brands.
- Knowledge of Australian Consumer Law, rights and obligations per ACCC.

Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.

**The process**

If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.

The Polestar journey is an electric one.

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