Customer Experience Coach

7 days ago

Sydney, New South Wales, Australia beBeeTeamLeader Full time $90,000 - $120,000

**Job Title:** Team Leader

 

Polestar is seeking a talented Team Leader to lead their high-performing customer experience team based in 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 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.

 

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