Delivery Hub Advisor

Job Description

<p>The Delivery Hub Advisor is responsible for delivering an exceptional customer experience during vehicle handover at the delivery hub. This role focuses on physical delivery execution, guiding customers through their delivery-day journey, and ensuring each handover is smooth, professional, and aligned with Tesla standards. The advisor will also proactively contact and follow up with customers to confirm appointments, manage delivery readiness, and resolve delivery-day issues quickly.</p>&#10;

Job Responsibilities

Customer Delivery Experience

·        Welcome customers on delivery day and ensure a smooth, well-organised handover experience.

·        Conduct physical vehicle delivery and handover walk-through (basic orientation and key delivery steps).

·        Ensure customer questions are answered clearly and professionally, creating a positive delivery experience.

·        Provide on-the-spot support for common delivery-day concerns and escalate issues when needed.

·        Demonstrate a mastery of all Tesla products and services, as well as local incentives for EV owners

Delivery Execution & Hub Readiness

·        Confirm vehicle readiness before customer arrival (cleanliness, basic checks, correct vehicle allocation).

·        Support delivery-day flow management to reduce waiting time and ensure efficient hub operations.

·        Coordinate with internal teams to resolve delivery blockers quickly (vehicle readiness, system updates, documentation).

·        Documentation & Process Compliance

·        Ensure required delivery documentation and confirmations are completed accurately.

·        Maintain accurate records of delivery status, customer attendance, and exceptions.

·        Guide the trade in flow (handing over and taking over of trade in vehicle)

Issue Management & Escalations

·        Handle customer concerns professionally, especially around delivery timing, vehicle condition, or etc.

·        Escalate issues using the correct internal process and ensure timely follow-through.

·        Support service/rectification coordination when issues arise on delivery day.

Job Requirements

Minimum Qualifications

·        Diploma / Degree or equivalent work experience.

·        1–3 years of customer service experience in a fast-paced environment.

·        Comfortable with frequent customer outreach (in person or via calls, WhatsApp/SMS, follow-ups).

Skills & Competencies

·        Strong customer service and communication skills, confident speaking to customers in person and over the phone.

·        Calm under pressure, especially during peak delivery days.

·        Highly organised with strong attention to detail.

·        Able to handle sensitive situations professionally and de-escalate concerns.

·        Comfortable using systems for scheduling, tracking, and customer notes.

·        Perform additional responsibilities as assigned to meet business needs

Preferred

·        Experience in automotive delivery, customer onboarding, or front-of-house operations.

·        Familiarity with delivery scheduling and operational workflows.

Working Conditions

·        On-site role at delivery hub.

May require weekend work or shift schedules depending on delivery volume.