What are the responsibilities and job description for the Dispute Resolution Advisor position at Polestar?
At Polestar we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to be an advocate for our brand and our customers’ best interests across their ownership journey.
About Polestar
Polestar is an electric performance car brand, determined to improve 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. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars, each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.
Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process, and the job post will be open until the position is filled.
Let us describe the challenge we offer
The Dispute Resolution Advisor will be an important part of the Customer Experience Center at Polestar, you will be the customer advocate and take ownership of resolving escalated customer cases. In this role you will be responsible for providing our customers with support through our various communication channels and deliver the premium experience they expect.
What you’ll do
- Demonstrate an elevated level of attention, care, and empathy for all incoming customer cases
- Support our customers with any difficulties or complaints by offering exceptional customer focused solutions
- Perform both inbound and outbound support for advocacy cases via phone and email to manage sometimes challenging situations and circumstances
- Manage customer cases and operational incidents start to finish by investigating and troubleshooting to make determinations on appropriate actions
- Provide diligent follow-through throughout duration of cases including financial settlement, asset relocation, etc.
- Work collaboratively across multiple departments (e.g., legal, retail spaces, quality, service locations, finance, etc.) to address critical customer needs where necessary
- Research and meticulously document customer case inquiries, desired resolution, and any other needs or considerations in our internal systems
- Build and maintain professional relationships with our customers throughout their experience
Who you are
- 2 years’ experience as a Customer Service Agent or 1 years as a Team Lead in a fast-paced customer facing environment
- Proven experience working in a call center environment handling customer escalations or relevant position required
- Proven experience handling litigations and legal discoveries
- Experience in the automotive industry/luxury retails and goods a plus
- Excellent oral and written communication skills (Fluency in English required, Bilingual is a plus!)
- Detail oriented, thorough, and ability think critically and creatively to provide customers with best possible outcomes
- Comfortable communicating with others within the organization in a prompt and professional manner and providing front-line perspectives on key issues
- 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
- Tech savvy with knowledge of PC and telephony systems
- You thrive in an ever-evolving work atmosphere
