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.
This position is located at Artarmon, Sydney, On Site. 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 Customer Engagement: Handle second-line escalations, directly engaging with customers during their shopping and ownership journey.Process Development: Design and implement Customer Care, Loyalty, and Retention processes for both Retail and Fleet & Business sectors.Strategic Leadership: Lead strategies to achieve Customer Care Center (CCC) goals, including setting up an in-house CCC to enhance customer experience.Team Management: Oversee the Customer Care team, including agents, subject matter experts, and team leaders, while developing a framework for managing Customer Care operations.Cross-Functional Coordination: Drive cross-functional efforts, coordinating with Polestar leadership to define action plans and timelines for CCC success.Training and Development: Lead, coach, and train Service Partners and Customer Care Agents to handle various customer escalations, including VIP support and product inquiries.Performance Reporting: Report on Customer Service and CCC performance and KPIs, and forecast local market Customer Care volume.Budget Management: Manage and prioritize the local Customer Care budget, including commercial goodwill expenses.Provider Support: Support 3rd party Roadside Assistance and Financial Services providers' Customer Care.Onboarding and Communication: Conduct ad hoc onboarding activities and establish regular communications with CCC, emphasizing customer focus.The ideal candidate 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.What are the benefits of working at Polestar? Picnic Day: Enjoy a well-deserved day off following Boxing Day with our annual Picnic Day. Take this opportunity to relax, recharge, and spend quality time with friends and family.
Birthday Holiday: Celebrate your special day with a bonus holiday! On your birthday, you'll have the option to take a day off to indulge in some well-deserved self-care, create lasting memories, or simply enjoy a day of leisure on us.
Free Flu Vaccinations: We care about the health and well-being of our team members. As part of our commitment to promoting a healthy work environment, we offer free flu vaccinations to all employees.
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