Customer Service Advisor

Customer Care Advisor - Polestar UK & Ireland

If you are passionate about people and feel excited about being part of transforming a whole industry - then keep reading

**About us**

Polestar is an electric performance car brand, determined to improve the society we live in by catalysing the change to sustainable mobility. We are a team of highly talented individuals who share a passion to change the world. We challenge conventions andwe challenge ourselves for the purpose of innovation. We believe innovation is a team effort and each component is critical to the performance of our cars. Each person working at Polestar is important to the team and its performance. We are all in, dedicatedon our ambition. Guiding our industry forward through pure, progressive, performance.

Our focus is on uncompromised design and technology. Passion and emotion drive us, electricity and innovation drive our cars. Our products are excellent, efficient and entertaining. In Polestar’s future, there is no room for shortcuts, excuses or compromises.

At Polestar, the sky is the limit.

**What you´ll do**

We are building a new team of Customer Care Advisors to deliver brilliant performance and a first class personal experience for our current and future customers. As a brand ambassador for Polestar and our vision for a sustainable planet, your key responsibilitieswill include:

- Providing excellent customer service at all times
- Building and maintaining friendly and professional relationships with customers
- Take ownership of the Customer Enquiry - First Contact Resolution
- Handle incoming Product, Service and Support calls ensuring identification and verification processes are adhered to
- Make outbound follow up Roadside Assistance, Product, Sales, Service and Support calls as required
- Provide customers with up to date product information and advice
- Support customers through the customer buying process via online interactions on the Polestar Customer Portals and Systems
- Conduct outbound follow up calls on test drives and events
- Support Polestar customer social media activity in line with agreed process
- Logging all Customer contacts and required information on the CRM system and other required systems with accuracy and attention to detail
- Complaint handling, including resolving and logging of complaints and escalating to appropriate teams
- Achieve and exceed agreed Service Level Agreements
- Use agreed company methodology and processes to ensure full internal and customer audit trail and compliance is maintained
- Keep up to date with product Knowledge and policy changes via Product Briefings, Knowledge Management System and training sessions

**Behaviour Competencies**:

- Passionate about our planet/Interest in Technology/EV
- Highly customer focussed
- Excellent oral and written English communication skills
- Enthusiastic, motivated and resilient with a positive work ethic
- Results orientated
- Ability to work as part of a team
- Attention to detail & quality focussed
- Good time management
- Good IT skills and comfortable with social media
- Educated to high school level or equivalent

Ideally you will have a minimum of 6 months experience in a customer facing role. Previous automotive or technology industry experience is desirable and a passion for our planet and people is a distinct advantage.

Full product & systems training, along with IT equipment will be provided.

You will be expected to work a rotational shift pattern between the hours of 8am to 8pm Monday to Friday, i.e. 8am to 4pm / 10am to 6pm / 12pm to 8pm. Saturday from 9am to 5pm is covered on rotation, typically one Saturday per month and there will be a requirementto work some bank holidays which will be paid at double time.

**What’s on offer**:
A very competitive salary, 28 days holiday, Employee Car Ownership Scheme, employer pension contribution, life assurance at 6 x salary, private medical insurance for you and your family, healthcare cash plan for you and your family (yearly allowance fordental, eyecare etc), enhanced sick pay and maternity/paternity pay, cycle to work scheme.

**Is this you?**

Are you ready for the journey? Which is electric by the way