Team Leader

2 days ago

Artarmon, New South Wales, Australia Bayside Group Full time $80,000 - $120,000 per year

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

To view all Bayside Group job opportunities, visit

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