Customer Resolutions Partner

2 days ago

Alexandria, Australia Tesla Full time

**What to Expect**

At Tesla, the newly established Customer Resolutions team has been formed to deliver great customer experience by crafting innovative solutions, upholding business integrity, and aligning processes and operations in line with our commitment to exceptional service.

In this role, you will be responsible for high-level escalations, maintaining processes and the integrity of business policies as well as ensuring a world class level of customer satisfaction. You’ll serve as a key advocate for customers navigating complex challenges, ensuring their concerns are resolved with fairness and strategic foresight.

**What You'll Do**
- Manage and interface with both customers and internal/external stakeholders to resolve escalations efficiently, ensuring all involved adhere to deadlines as well as process and policy.
- Liaise with and, working with local teams, resolve cases raised by customer advocacy groups and Consumer Affairs.
- Ability to interpret Consumer Law in Australia and New Zealand
- Analyse and respond to customers regarding complaints based on Australian and New Zealand Consumer Law and Consumer guarantees.
- Be passionate about customer service and critique processes in the interest of customer experience.
- Provide support and guidance to local field teams to scale with the rapidly growing customer base.
- High level formal writing skills coupled with advanced verbal communication skills.
- Support special projects, field engagements, operational reporting and analysis as assigned
- Provide summary analysis, drafts, recommendations, and administration support to Business Resolutions for high level cases involving business risk.
- Unrestricted Australian driver’s license required for site visits to collaborate with local field teams.
- Ability to travel domestically and internationally as required.

**What You'll Bring**
- Experience with consumer goods and services investigations and complaints is essential and automotive experience is highly regarded.
- Customer service focused mentality
- Team player with excellent communication skills
- Excellent customer service skills
- MS Office competence
- High attention to detail
- Time management skills in a deadline sensitive environment
- Ability to solve problems and make decisions autonomously.
- Energetic and enthusiastic with can-do attitude for Tesla’s mission and goals

Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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