Customer Resolutions Partner [Denmark]

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What to Expect

The Customer Resolution team consists of intelligent, driven, and fair-minded individuals who are able to exercise independent, objective judgment and tackle complex business challenges. This team collaborates to develop innovative solutions that influence Tesla’s processes, procedures, and best practices so that all Tesla customers receive exceptional experience throughout the customer lifecycle. In this role, you will be responsible for streamlining and improving processes, maintaining the integrity of business policies as well as ensuring a world class level of customer satisfaction.

The ideal candidate must be capable of building a 360-degree view of a given situation by addressing Service, Sales, Legal, Operational, and Financial factors in order to provide balanced solutions for both the customer and Tesla. Strong analytical skills, combined with project and contract management skills, are essential, as well as the ability to work well both in a team and independently. The Customer Resolutions Partner acts independently and exercises a high degree of discretion and independent judgment to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Tesla’s interests in mind. The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances.

What You’ll Do

• Manage and interface with both customers and internal stakeholders to resolve escalations efficiently, ensuring all involved adhere to deadlines as well as process and policy
• Be passionate about customer service and critique processes in the interest of the customer experience
• Provide guidance and support to local field teams to scale with the rapidly growing customer base
• Analyse overall performance of an asset, interpret transaction documents, determine financial and operational accountability
• Knowledge on vehicle systems, partnering with internal teams, including external discussions with consideration for our customers
• Proactively review assets to determine potential corrective actions, provide field support to ensure actions are completed without challenges
• Support special projects, field engagements, operational reporting and analysis as assigned

What You’ll Bring

• Bachelor’s degree or equivalent experience in a relevant field required, with 1 to 2 years’ of experience in a program / project coordination, analytical, or customer-facing role (or similar)
• Great customer service, a clear communicator who is able to combine tact with empathy and understanding
• Customer relationship management, automotive, engineering, legal and/or financial background is a plus
• Strong problem solving skills with great attention to detail
• Solid project management skills with the ability to multi-task and summarize complex situations, with the flexibility to adapt quickly to change
• Expertise in MS Office, with ability to learn new software/tools with minimal supervision
• Must be an approachable, upbeat, team player, able to coach and lead by example as needed

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