Tesla Support Specialist, Roadside Support (Lithuanian speaking) - Oslo

2 Weeks ago • All levels • Administrative • Undisclosed

About the job

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customer-centric

Job Description

As a Tesla Roadside Support Specialist, you'll guide customers experiencing vehicle breakdowns, providing exceptional support and creating a positive experience. Responsibilities include diagnosing vehicle issues, conducting root cause analysis to improve processes, representing Tesla in escalations, communicating professionally with customers, making informed decisions about repairs and towing, and maintaining accurate records using CRM software. The role involves handling customer concerns, prioritizing tasks in a fast-paced environment, and collaborating with service centers. Fluency in English and Lithuanian is required; additional European languages are beneficial. Shift work, including weekends and holidays, is expected.

Must have:

Excellent customer service skills
Fluent in English and Lithuanian
Strong problem-solving abilities
Proficient in CRM software
Ability to handle stressful situations

Good to have:

Additional European languages
Automotive knowledge
Experience in a fast-paced environment

What to Expect

As a Tesla Roadside Support Specialist, your role will be to guide our existing customers at their most vulnerable time; when their car has broken down – you are the one to support them and create a memorable and best in class experience.

Currently we have two openings available for internal candidates, language requirements vary.

This role can be based in Amsterdam, Oslo, Berlin or London.

What You’ll Do

Diagnose: You will evaluate, diagnose, review and resolve the needs of customers
Root Cause Analysis: The time you will spend on one or multiple related customer cases will vary. You will work together with the Service centers to capture learnings from previous roadside incidents in an effort to streamline and prioritize roadside cases to reduce the costs of towing/rental cars and offer smoother interactions for our customers
Represent: You will be Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products
Communicate: You will handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management
Decision Making: You define the right course of action on a customer by customer case. You will make the right decision based on cost, speed, safety and customer experience
Administer: As part of a data-driven company, you will use our Customer Relationship Management software and other tools to keep an accurate record of support cases and communications

What You’ll Bring

Customer-centric: You have a background within customer service environment and you love to deliver an excellent customer experience
Eager to learn: We don’t require you to be an automotive expert, but we expect you to have a genuine interest in cars and technology and be eager to learn
A multi-tasker: You thrive in an ever-changing and fast-moving environment, prioritize effectively and can manage stressful situations and multiple work streams at once to offer the best experience to existing and future customers
Flexible: You thrive collaborating closely in diverse teams and people. You can commit to shifts between 7am – 11:30pm and occasional night shifts, including working on weekends and bank holidays
An excellent communicator: for one of the openings we are looking for an English speaker who also can speak one of the following languages: Turkish, Hebrew, French, German. For the second opening we are looking for an English and Lithuanian speaker, any additional European languages plus Turkey or Hebrew would be beneficial.
Legal right to work in the location of the role

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