15h Left) Team Leader

4 weeks ago

Sydney, New South Wales, Australia Bayside Group Full time
Overview

Polestar Australia is seeking a Team Leader for their high performing customer experience team based at Artarmon, Sydney. The role leads a team of Customer Engagement Advisors, reporting to the Customer Care Manager, and focuses on coaching, motivating and supporting the team to deliver world-class service to Polestar's customers, service partners and internal stakeholders. The position is based full-time in Polestar's showroom, offices and workshop on Sydney's lower North 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
- Ensure your team provides respect and excellence in customer service while building and maintaining a friendly and professional rapport with customers
- Work 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 the CRM system and maintaining compliance with internal standards

Qualifications & Experience

- Previous experience with quality assurance frameworks and associated coaching programs is highly advantageous. Those with local Automotive OEM or luxury automotive retail experience are 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
- Understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM, Amazon Connect and Genesys phone systems are highly advantageous and desirable

What 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.

To view all Bayside Group job opportunities, visit www.baysidegroup.com.au

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