Customer Care Manager

The opportunity

In this position you will be the local point of contact to handle Polestar Customer Care related situations working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers. In this way youre responsible for understanding and reporting the Customer Service Performance. This by analysing the feedback from our customers driving performance between the teams and rolling out new projects to enhance every touchpoint of the Customers Shopping and Ownership journey.

In addition you will be responsible for developing Customer Loyalty programs to drive long term growth and retention in our Brand and Customer base.

This position is located at Macquarie Park Sydney Hybrid. We believe in a hybrid model when it comes to remote and onsite work knowing that both inperson collaboration and individual time to focus are needed. What matters most is that people get the time and support to do what needs to be done. And to enjoy doing it of course.

The responsibilities

• Direct engagement with customers throughout shopping and ownership journey as secondline escalation.
• Design and implementation of Customer Care Loyalty and Retention processes.
• Leadership in achieving Companys Customer Care Center goals and setting up inhouse CCC.
• Management of Customer Care team including coaching training and handling escalations.
• Coordination with internal and external stakeholders reporting on performance and budget management.

The ideal candidate

In order to succeed in this role and at Polestar in general there are a few characteristics youll need to have. Tenacity. Flexibility. Curiosity. The ability to take the initiative to meet deadlines and requirements and to abandon ideas when theyre not feasible.

In addition youll need the following qualifications:

• Customer support / service experience from training or second line functions.
• Experience from different markets when it comes to the needs and use of information and training.
• Experience from delivering training to build competence and skill sets.
• Knowledge and / or a strong passion for cars and technology.
• A curiosity about new ways of working and continuous improvements.
• Bachelors Degree Masters Degree and global experience a plus.
• Analytical thinking effective problemsolving and conflict resolution.
• Customer support / service experience in ecommerce is a plus.
• Strong understanding of shopping and ownership journey of premium brands.
• Knowledge of Australian Consumer Law rights and obligations per ACCC.

Polestar is an international company with various backgrounds represented. English therefore is the language of written and spoken communication. And though we have a global presence we maintain the growthmindset. Change happens often at Polestar. But so does progress. Expect an accelerating exciting environment.

The process

If the above matches your ambitions be sure to apply. Our selection process is ongoing and the job advert will remain open until its filled.

The Polestar journey is an electric one.