Customer Resolutions Partner (12 Month Fixed-Term)

At Tesla, the newly established Customer Resolutions team has been formed to deliver great customer experience by crafting innovative solutions, upholding business integrity, and aligning processes and operations in line with our commitment to exceptional service.

In this role, you will be responsible for high-level escalations, maintaining processes and the integrity of business policies as well as ensuring a world class level of customer satisfaction. You’ll serve as a key advocate for customers navigating complex challenges, ensuring their concerns are resolved with fairness and strategic foresight.

The ideal candidate must be capable of analysing inbound disputes with considerations of wider business priorities and customer experience. The Customer Resolutions Partner works independently on individual cases but also in collaboration with the wider Business Resolutions team in navigating larger topics. Strong analytical and administrative skills, combined with the ability to apply discretion with the customer’s and Tesla’s interest in mind, are essential. The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances.

The ideal candidate must be capable of building a 360-degree view of a given situation by contextualising the situation with respect to Service, Sales, Legal, Operational, and Financial factors in order to provide balanced solutions for both the customer and Tesla.

12 Month Fixed Term Opportunity

- Manage and interface with both customers and internal/external stakeholders to resolve escalations efficiently, ensuring all involved adhere to deadlines as well as process and policy.
- Liaise with and, working with local teams, resolve cases raised by customer advocacy groups and Consumer Affairs.
- Ability to interpret Consumer Law in Australia and New Zealand
- Analyse and respond to customers regarding complaints based on Australian and New Zealand Consumer Law and Consumer guarantees.
- The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances.
- Be passionate about customer service and critique processes in the interest of customer experience.
- Provide support and guidance to local field teams to scale with the rapidly growing customer base.
- High level formal writing skills coupled with advanced verbal communication skills.
- Support special projects, field engagements, operational reporting and analysis as assigned
- Provide summary analysis, drafts, recommendations, and administration support to Business Resolutions for high level cases involving business risk.
- Unrestricted Australian driver’s license required for site visits to collaborate with local field teams.
- Ability to travel domestically and internationally as required.

- Experience with consumer goods and services investigations and complaints is essential and automotive experience is highly regarded.
- Customer service focused mentality
- Team player with excellent communication skills
- Excellent customer service skills
- MS Office competence
- High attention to detail
- Time management skills in a deadline sensitive environment
- Ability to solve problems and make decisions autonomously.
- Energetic and enthusiastic with can-do attitude for Tesla’s mission and goals

Benefits

In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:

- Employee Stock Purchase Plan (ESPP) - Purchase Tesla stock twice per year at a 15% discount
- Parental leave (no minimum employment period)
- Primary carers – 18 weeks at full pay or 36 weeks half pay
- Secondary carers – 6 weeks full pay

- Miscarriage leave - 10 days
- Employee Vehicle Loan Program
- Novated Leasing (AU only)
- Employee Vehicle Finance program (AU only) - Tesla subsidises your loan interest
- Well-being Fund – An annual allowance of $950 USD for all employees to support their well-being in ways that are meaningful to them
- Health insurance discounts (AU only)
- Bike to work – $10 per day if you cycle to work
- Employee Assistance Program - Free and confidential counselling for all staff and their families
- Annual Flu Vaccines
- Birthday Leave, Cultural Significance Leave and Volunteer Leave

Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.