Customer Experience Ambassador

4 days ago

Mascouche, Quebec, Canada Polestar Full time
About Polestar

Polestar is an electric performance car brand that is committed to improving the society we live in by driving the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. Our commitment to becoming climate-neutral by 2040 is just as important to us as being inclusive, diverse, and innovative.

Job Description

We are looking for a creative, innovative, and experienced professional to be the primary point of contact with our customers and be the ambassador of Polestar's premium brand experience. As a Customer Experience Advisor, you will be responsible for providing our customers with support through various channels, including phone, email, and chat.

Key Responsibilities
  • Provide best-in-class experiences for our consumers by being a brand advocate and consumer-centric individual.
  • Work cross-functionally with peers and upper management to solve complex escalations and enhance the customer journey.
  • Manage inbound communications for product, service, leads, and support requests.
  • Receive and respond to customer communications, cases, or chats through to resolution.
  • Work with Polestar Spaces & Service Points to ensure seamless communication for all involved parties.
  • Follow up with current customer product, service, and support inquiries.
  • Build and maintain professional relationships with our customers throughout their experience.
  • Resolve and handle incoming customer advocacy cases through to resolution, escalating to the appropriate team member where necessary.
  • Deliver a white-glove customer experience through all available methods of communication.
  • Stay up to date on Polestar news, product, and software.
Requirements
  • Associate degree or higher.
  • Previous experience in a call center environment, automotive, luxury retail, or sales is highly desirable.
  • Bilingual fluency in English and French-Canadian is required.
  • You have a passion for customer experience and being the ambassador of a brand.
  • Tech-savvy with knowledge of call center and telephony systems. Salesforce experience is a plus.
  • You have excellent verbal and written communication skills.
  • You are an agile learner and comfortable with technology, learning new tools, and able to work with a variety of content areas/teams.
  • Proven project management skills, stakeholder management, time management, and prioritization when managing multiple projects.
  • You have attention to detail and thrive in an ever-evolving work atmosphere.

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