The primary goal of Customer Support Specialist is to ensure Tesla meets its obligations and commitments by responding to Customer inquiries in an accurate and timely manner.
The Technical Support team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer support concerns.
The ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service.
Located in Taipei, this position requires collaboration with Tesla Sales, Vehicle Service and Executive Staff to proactively improve the owner experience for a rapidly growing customer base in our newest Asian market.
Provide highest level of customer support by answering inbound calls and emails
Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the vehicle
Educate our owners so they have optimal confidence in the operation of their vehicle
Provide vehicle and charging orientation. Cater to individual customers by adapting to their specific learning style.
Determine if technical solution can be resolved via phone or if vehicle service is need
Communicate owner’s concerns with Service Managers, Service Engineering, Supercharger Engineering or Roadside Assistance when necessary
Accurately record issues and data into CRM / Vehicle Support System
Other Responsibilities : Perform other related duties as assigned, based on the business need
Retail automotive service experience or background in Technical Support or call center environment preferred
Excellent written and oral communications skills
Flexible schedule; team runs 24 / 7 / 365 to accommodate our customer’s needs
Customer Management Systems-Outlook, and MS Office Suite
Understanding of basic automotive techniques related to repair and servicing of automobiles
Ability to follow oral and written instructions with attention to detail
Willingness to learn new and innovative automotive technologies
Willingness to assist and mentor others on the team
Effectively handle multiple priorities, organize workload, and meet deadlines
Most importantly; have the ability to put out customer’s needs first and do everything necessary to accommodate their concerns and requests with the highest level of service, courtesy and respect
Excellent verbal and written skills in Mandarin and English required.
Excellent verbal and written skills in Japanese or Korean is a plus
Tesla participates in the