Customer Resolutions Partner

2 weeks ago

London, United Kingdom Tesla Full time

What to Expect
- The Customer Resolution team consists of intelligent, driven, and fair-minded individuals who exercise independent, objective judgment and tackle complex business challenges. This team collaborates to develop innovative solutions that influence Tesla’s processes, procedures, and best practices so that all Tesla customers receive exceptional experience throughout the customer lifecycle. In this role, you will be responsible for streamlining and improving processes, maintaining the integrity of business policies as well as ensuring a world class level of customer satisfaction.

What You’ll Do
- Manage and interface with both customers and internal stakeholders to resolve escalations efficiently, ensuring all involved adhere to deadlines as well as process and policy.
- Be passionate about customer service and critique processes in the interest of the customer experience
- Provide guidance and support to local field teams to scale with the rapidly growing customer base
- Organise and hold regular meetings with stakeholders, presenting and discussing recent regional performance and agreeing on plans to target trends
- Analyse overall performance of an asset, interpret transaction documents, determine financial and operational accountability
- Knowledge on vehicle systems, partnering with internal teams, including external discussions with consideration for our customers
- Proactively review assets to determine potential corrective actions, provide field support to ensure actions are completed without challenges
- Support special projects, field engagements, operational reporting and analysis as assigned

What You’ll Bring
- Self-starter who possesses exceptional time management skills and has great attention to detail
- Excellent communication skills and the ability to build relationships with internal and external stakeholders, both in writing and verbally
- Confidence to present in person, and virtually to stakeholders at all levels in the busines
- Knowledge of Tesla internal systems
- Ability to develop collaborative relationships and act as a well-respected, trusted partner that others want to work with.
- Passion for Tesla's mission and products, and a desire to share this with others
- Excellent relationship management and communication skills, both oral and written
- An understanding of Tesla products, and how they contribute to our mission
- Fluency in English
- Full driving license held for 2 years +

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