Description
The Opportunity We're currently looking for a Customer Engagement Advisor to join our Customer Experience Team in order to help deliver seamless, premium customer experiences throughout the entire customer journey. This position is located at Polestar Sales Unit office in Gothenburg, Sweden.
The Responsibilities In this role, you will represent Polestar by delivering outstanding customer support and guiding customers through inquiries, product details, and online processes. You'll manage communications across phone, email, and chat, resolve issues promptly, log interactions in CRM systems, and handle complaints professionally. Staying updated on products and meeting performance targets are key to ensuring a seamless customer experience.
Responsibilities include:
- Building and maintaining friendly professional relationships with customers
- Taking ownership of the Customer Enquiry – First contact Resolution
- Handling incoming Product, Service and Support calls ensuring identification and verification processes are adhered
- Receiving and responding to customer emails/cases and chats through to resolution and accordance with agreed Customer Relationship Management (CRM) process, system and data requirements
- Making outbound follow-up calls
- Providing Customers with product information from Product manuals
- Supporting Customers through the customer buying process via Online interactions/navigations on the Polestar Customer Portals and Systems
- Logging all Customers contacts and required information on Customer CRM and other required systems
- Complaint handling, including resolving and logging of complaints and escalating to appropriate teams
- Achieving Key Performance Indicators (KPIs) to meet Service Level Agreements (SLA´s)
- Using agreed company methodology and processes to ensure full internal and customer audit trail and compliance is maintained
- Keeping up to date with Product Knowledge and Policy changes via Product Briefing, Knowledge Management System and attendance at Training
The Ideal Candidate To be a great fit for this role, we're searching for someone with a positive attitude, strong problem-solving abilities, and a genuine focus on creating great experiences for customers. You should be adaptable and quick to learn, comfortable navigating digital tools, and confident in handling different situations with professionalism. A collaborative mindset, curiosity about technology and cars, and the ability to stay organized while managing multiple tasks will help you succeed in this position.
Further requirements:
- Excellent listening and communication skills
- Excellent oral and written communication skills in English and Swedish
- Technical platform skills
- Enthusiastic and flexible approach with the ability to work as part of a team
- Good IT and computer skills (Software/Technology)
- Industrial Knowledge: Cars and Technology
- Previous automotive experience