Customer Resolutions Partner (12 Month Fixed-Term)

About the role

The Customer Resolutions Partner works within Tesla's newly established Customer Resolutions team, delivering great customer experience by crafting innovative solutions, upholding business integrity, and aligning processes and operations. You will be responsible for high-level escalations, maintaining processes and the integrity of business policies, and 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. You will manage and interface with both customers and internal/external stakeholders to resolve escalations efficiently. The role requires building a 360-degree view of situations by contextualising with respect to Service, Sales, Legal, Operational, and Financial factors to provide balanced solutions for both the customer and Tesla.

Key responsibilities

• 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
• Analyse and respond to customers regarding complaints based on Australian and New Zealand Consumer Law and Consumer guarantees
• Manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances
• 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
• Provide summary analysis, drafts, recommendations, and administration support to Business Resolutions for high level cases involving business risk
• Support special projects, field engagements, operational reporting and analysis as assigned
• Ability to travel domestically and internationally as required

About you

• Experience with consumer goods and services investigations and complaints is essential and automotive experience is highly regarded
• Ability to interpret Consumer Law in Australia and New Zealand
• Customer service focused mentality
• Team player with excellent communication skills
• High level formal writing skills coupled with advanced verbal 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
• Unrestricted Australian driver's license required for site visits to collaborate with local field teams

About us

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.