Customer Engagement Advisor

The opportunity

We're currently looking for a Customer Engagement Advisor. Someone to join our Customer Experience team and play a key role in putting our customers first, and ensuring our Customer Engagement Centre are offering finest levels of customer service. Someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed.

Working directly with the Contact Centre Team Leaders, our Contact Centre Manager and our Customer Engagement Centre team this role will be key in delivering a hassle-free experience for all our customers.

This position is located at our Bicester office and will require a minimum of three days in our office. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time and support to do what needs to be done. And to enjoy doing it, of course.

The responsibilities

In this role, you'll be expected to champion all areas of customer engagement, putting the customer first in everything you do. Working as a member of the Customer Engagement department, you'll be instrumental in our ambition to be the best in class for customer service and offer all Polestar customers the finest experience. See below for a more thorough breakdown of the various tasks and areas you'll be responsible for:

• Handle enquiries from customers via Inbound Calls, Emails, Cases and chats
• Outbound follow up and delivery support calls
• Become a champion of the Polestar products to be able to give customers the best advice and support
• First line Complaint resolution
• Other tasks as required for the role

The ideal candidate

In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have. Integrity, Kindness and Commitment. The ability to take the initiative, to meet set deadlines and requirements, and to always think customer first.

As a person you have great time management, and like to work in a team environment. You are also a digital-minded, flexible and agile individual who thrives working in fast-paced and dynamic environment and who has a can-do attitude and a self-starter approach. You are able to handle a broad portfolio of tasks and are confident supporting customers directly on a one to one basis.

In addition, you'll need the following:

• At least 6 months of experience in front line Customer Service roles
• Previous complaints or escalations experience
• Excellent oral and written communication in English
• Able to work shifts across 8am to 6pm Monday to Friday. (Overtime may be available)
• Knowledge of Salesforce and Genesys are a benefit
• Good knowledge of Excel & PowerPoint

Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.

The process

If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.

The Polestar journey is an electric one.

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