Senior Customer Care Expert
il y a 7 jours
**Let us describe the challenge we offer**
The people at Polestar believe in our sustainable mission to the planet, but we also care about building sustainable relationships with our customers. We are currently expanding our operations to France, with start of sales scheduled for June 2025. Therefore, we are looking for a Senior Customer Care Expert to join our team This function will work both directly with customers, as well as with third parties representing Polestar, to ensure that customers can get the help and information they need through the channel that best suits them. In this golden opportunity, you will initially provide customer service on your own. On the other hand, you will gradually build a team around you to meet the needs of our increasing number of customers. In other words, you will be able to grow in the role and in the organization.
We love spending time together and learning from each other - we therefore invite you to work from our offices around the city of Paris, France. We embrace our office days; however, we understand the importance of changing working environments - we are flexible for working remotely a few days per week. The opening hours of our Customer Care Center are Monday to Thursday between 9AM and 6PM, and Friday between 9AM and 5PM.
**What you’ll do**
In this role, you will lead, manage and develop your team to deliver brilliant performance and a first-class personal experience for our current and future customers across the buying and ownership journey. As a team leader, you will be responsible for your team’s productivity and performance targets making sure that the service levels are achieved.
On a daily basis, you will develop, coach and support the Customer Care Advisors, and also to allocate, plan, and map tasks. You will support a culture of openness, transparency and high motivation in the business. Since you will be the only staff member on the team at the start, you will of course operate as a Customer Care Expert yourself.
Additionally, you will:
- Have close collaboration with support functions in HQ/Markets
- Have management related tasks such as daily briefings, team meetings, quality monitoring and conduct performance reviews
**Who you are**
To be a great fit for this role, we are looking for a true customer service expert for this role who is ready for his next step as a manager. You are immaculate in listening and have an enthusiastic and flexible approach with the ability to coach a team. In addition, you can translate the organization's strategy into objective goals for your team.
Your passion for EV and our planet surges through your communication into an energetic and inspirational attitude.
Further on, we are searching for you who have:
- Completed studies on a High school-level or higher
- Minimum five years of experience within Customer Service or Sales
- Experience with Contact Centre Systems (MI, CRM, WFM, Quality Assurance or Complaints Management) is a plus
- Excellent oral and written communication in French and English (common language within Polestar)
- It is desirable that you have knowledge and/or work experience from the tech/automotive industry
In addition to this, you are resilient, motivated with attention to detail and the promise to deliver qualitative results that comply with regulations. For you, negotiation and planning of organization comes naturally.
Are you ready for the journey? Which is electric by the way...
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