Customer Experience Operation Manager
Customer Experience Operation Manager
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Salary Not Disclosed
1 Vacancy
Job Description
We are Polestar. We are detail obsessed performance focused and determined to make the most advanced and exciting electric cars the world has ever seen. We blaze our own trail one without compromise. We dont believe in shortcuts we innovate constantly and we are relentless in our pursuit of the best. Were expanding and we need people who share our vision and want to be part of something different
Let us describe the challenge we offer
The Polestar Customer Experience Operation Manager will be the primary point of contact to work with our global customer care centers to secure capable and passionate customer support through inbound and outbound channels in Korea. As a local Customer Experience Operation Manager you will be the local point of contact to handle 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 analyzing the feedback from our customers be the driver between the departments and rolling out new projects.
What youll do
The Polestar Customer Experience Operation Manager will be the primary point of contact to work with our global customer care centers to secure capable and passionate customer support through inbound and outbound channels in Korea. As a local Customer Experience Operation Manager you will be the local point of contact to handle 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 analyzing the feedback from our customers be the driver between the departments and rolling out new projects.
Role includes the following areas
- A secondline escalation role in market with significant direct customercontact successfully supporting customers throughout the Shopping and Ownership journey
- Redesigning and implementation of customer service processes
- Training our Service Partners such as Customer Care center and Roadside Assistance Agents.
- Navigate and handle all types of customer escalations (VIP support and relationships commercial goodwill product queries etc.) between internal and external stakeholders/partners
- Local market coordinator towards Polestar Support supplier
- Support Polestar with:
- Local market Customer care volume forecast update with local sales volumes activities etc. lead weekly market operations meeting
- Manage and prioritize local customer care budget
- Roadside Assistance services ensure smooth service delivery maintain strong relationship with stakeholder and service providers
- New model SOS/Connect call system optimization ensuring alignment across crossfunctional teams retention of smooth operation
- Oversee locationbased privacy laws and regulations related to locationbased services
- Ensure locationbased services comply with South Korean privacy laws and legal frameworks
- Optimize overall Polestar Extras (Vehicle Accessory) business inducing pricing logistics inventory management and purchasing journey
- CXs primary point of contact between regional teams and Polestar Headquarters share customer insights align local strategies with global CX initiatives and perform monthly meetings
Who you are
You are driven and committed within the automotive industry with more than threeyear working experience in premium car brands. We are looking for someone who understand the customer needs in the automotive area as well as in other consumer areas. Bachelors Degree. Masters Degree and global experience a plus.
- 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 skillsets
- Knowledge of Salesforce system and preferred
- Strong crossfunctional collaboration skills ability to work effectively and proactively with teams across various departments
- Knowledge and/or a strong passion for cars and technology
- A curiosity about new ways of working and continuous improvements
- Knowledge how to write and express information in a pedagogical way
- Fluent in English
To be successful in this role you should have a proven track record in a global company structure with regional/local setup. You have a strong strategic mindset as well as operational hands on capabilities.
People at Polestar
We know that a change is needed. We also know that each one of us can help bring about that change. Our commitment to becoming climateneutral by 2040 is just as important to us as being inclusive diverse and innovative. Together we are creating collaborating and experimenting to usher in a new era of sustainable mobility.
We are an electric performance brand determined to improve the society we live in.
Is this you If you are interested in joining the Polestar crew dont wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.
Are you ready for the journey Which is electric by the way...
Employment Type
Full Time
