The Customer Resolution is a new team that consists of intelligent, driven, andfair-minded individuals who exercise independent, objectivejudgment and tackle complex business challenges. This teamcollaborates to develop innovative solutions thatinfluence Tesla's processes, procedures, and best practices so that all Teslacustomers receive exceptional experience throughout the customerlifecycle.In this role, you will be responsible for maintaining processes and theintegrity of business policies as well as ensuring a world class level ofcustomer satisfaction.The ideal candidate must be capable of analysing inbound disputes withconsiderations of wider business priorities.The Customer ResolutionsSpecialists works independently on individual cases but also incollaboration with the wider Business Resolutions team in navigating largertopics. Strong analytical and administrative skills, combined with the abilityto apply discretion with the customer's and Tesla's interest in mind, areessential. The successful candidate will be required to manage multipletasks simultaneously whilst maintaining excellent customer service levels,often in difficult circumstancesWhat to Expect The Customer Resolution is a new team that consists of intelligent, driven, andfair-minded individuals who exercise independent, objectivejudgment and tackle complex business challenges. This teamcollaborates to develop innovative solutions thatinfluence Tesla's processes, procedures, and best practices so that all Teslacustomers receive exceptional experience throughout the customerlifecycle.In this role, you will be responsible for maintaining processes and theintegrity of business policies as well as ensuring a world class level ofcustomer satisfaction.The ideal candidate must be capable of analysing inbound disputes withconsiderations of wider business priorities.The Customer ResolutionsSpecialists works independently on individual cases but also incollaboration with the wider Business Resolutions team in navigating largertopics. Strong analytical and administrative skills, combined with the abilityto apply discretion with the customer's and Tesla's interest in mind, areessential. The successful candidate will be required to manage multipletasks simultaneously whilst maintaining excellent customer service levels,often in difficult circumstancesWhat You'll Do The ideal candidate must be capable of building a 360-degree view ofa given situation by addressing Service, Sales, Legal, Operational, andFinancial factors in order to provide balanced solutions for both thecustomer and Tesla.Manage and interface with both customers and internal/externalstakeholders to resolve escalations efficiently, ensuringall involved adhere to deadlines as well as process and policy.Liaise with and, working with local teams, resolve cases raised bycustomer advocacy groups and Consumer Affairs.Evidence of Ability to interpret Consumer Law in Australia and New ZealandAnalyse and respond to customers regarding complaints based onAustralian and New Zealand Consumer Law and Guarantees.The Customer Resolutions Specialist acts independently and exercises ahigh degree of discretion and independent judgment to evaluateeach situation, assess risk, and determine how best to manage eachcase with the customer's and Tesla's interests in mind.The successful candidate will be required to manage multiple taskssimultaneously whilst maintaining excellent customer service levels,often in difficult circumstances.Be passionate about customer service and critique processes in theinterest of the customer experience.Provide support to local field teams to scale with the rapidly growingcustomer baseSupport special projects, field engagements, operational reporting andanalysis as assignedProvide summary analysis, drafts, recommendations, andadministration support to Business Resolutions for high level casesinvolving business risk.What You'll Bring Customer service focused mentalityTeam player with excellent communication skillsExcellent customer service skillsMS Office competenceHigh attention to detailTime management skills in a deadline sensitive environmentAbility to solve problems and make decisions autonomously.Energetic and enthusiastic with can-do attitude for Tesla's missionand goalsCompensation and Benefits BenefitsIn addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:Employee Stock Purchase Plan (ESPP)Parental leave (no minimum employment period)Primary carers – 18 weeks at full pay or 36 weeks half paySecondary carers – 6 weeks full payEmployee Vehicle Loan ProgramNovated Leasing (AU only)Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to themBike to work – $10 per day if you cycle to workBirthday Leave & Volunteer LeaveSome eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla's discretion with no prior notice.Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.Privacy is a top priority for Tesla. We build it into our products and view it as an essential part of our business. To understand more about the data we collect and process as part of your application, please view our Tesla Talent Privacy Notice#J-18808-Ljbffr
