Tesla

Makes electric cars, robotaxis and grid batteries

Customer Resolutions Partner

Customer SupportPosted on Nov 10

Full-timeAlexandria, AustraliaNo salary listed

About the Job

Requirements

Experience with consumer goods and services investigations and complaints is essential.
Automotive experience is highly regarded.
Competence with Microsoft Office is required.
The role requires strong analytical and administrative skills and the ability to apply discretion while balancing customer and company interests.
The role requires high-level formal writing skills and advanced verbal communication skills.
The role requires the ability to manage multiple tasks simultaneously while maintaining customer service levels in difficult circumstances.
An unrestricted Australian driver’s license is required for site visits with local field teams.
The role requires the ability to interpret Australian and New Zealand Consumer Law.
The role requires the ability to solve problems and make decisions autonomously.
The role requires time-management skills in a deadline-sensitive environment.

Responsibilities

Manage and interface with customers and internal and external stakeholders to resolve escalations efficiently, ensuring those involved adhere to deadlines, processes, and policies.
Liaise with local teams to resolve cases raised by customer advocacy groups and Consumer Affairs.
Analyze and respond to customer complaints based on Australian and New Zealand Consumer Law and consumer guarantees.
Maintain customer service levels while managing multiple tasks, often in difficult circumstances.
Critique processes in the interest of customer experience.
Provide support and guidance to local field teams as the customer base grows.
Support special projects, field engagements, operational reporting, and analysis as assigned.
Provide summary analysis, drafts, recommendations, and administrative support to Business Resolutions for high-level cases involving business risk.
Travel domestically and internationally as required.

Category	Operations & Business Support
Location	Alexandria, New South Wales
Requisition ID	289548
Type	Full-time

Job Description

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. In this role, you will be responsible for high-level escalations, maintaining processes and the integrity of business policies as well as 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.The ideal candidate must be capable of analysing inbound disputes with considerations of wider business priorities and customer experience. The Customer Resolutions Partner works independently on individual cases but also in collaboration with the wider Business Resolutions team in navigating larger topics. Strong analytical and administrative skills, combined with the ability to apply discretion with the customer’s and Tesla’s interest in mind, are essential. The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances.The ideal candidate must be capable of building a 360-degree view of a given situation by contextualising the situation with respect to Service, Sales, Legal, Operational, and Financial factors in order to provide balanced solutions for both the customer and Tesla.  12 Month Fixed Term Opportunity

Job 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.
Ability to interpret Consumer Law in Australia and New Zealand
Analyse and respond to customers regarding complaints based on Australian and New Zealand Consumer Law and Consumer guarantees.
The successful candidate will be required to 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.
High level formal writing skills coupled with advanced verbal communication skills.
Support special projects, field engagements, operational reporting and analysis as assigned
Provide summary analysis, drafts, recommendations, and administration support to Business Resolutions for high level cases involving business risk.
Unrestricted Australian driver’s license required for site visits to collaborate with local field teams.
Ability to travel domestically and internationally as required.

Job Requirements

Experience with consumer goods and services investigations and complaints is essential and automotive experience is highly regarded.
Customer service focused mentality
Team player with excellent 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.
Energetic and enthusiastic with can-do attitude for Tesla’s mission and goals

About the Company

Tesla

Makes electric cars, robotaxis and grid batteries

Tesla makes electric cars and batteries that store power for homes and utilities, and it develops self-driving software and humanoid robots. In 2023, its Model Y became the first electric vehicle to rank as the world's best-selling car. Buyers order the Model 3 sedan, Model Y SUV, or Cybertruck pickup directly from Tesla instead of through dealers, and they charge on its Supercharger fast-charging network. It also sells Megapack and Powerwall batteries, runs a robotaxi service, and charges drivers a monthly fee for self-driving software that still needs their supervision. Tesla was founded in 2003, with Elon Musk as its lead early investor and a recognized co-founder, and it is based in Austin, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Austin, TX
Founded: 2003

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