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

• 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

• 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