Conseiller(ère) Online après-vente - Service Preparation Specialist H/F - Paris St-Ouen

What to Expect

Tesla recherche un conseiller online après-vente pour travailler sur l’une des marques de véhicules les plus modernes au monde. Ce poste implique un niveau élevé d’interaction avec les clients et les collaborateurs. Le candidat devra non seulement posséder de solides connaissances techniques, mais aussi être capable de fournir un service client de grande qualité. Ce poste est à pourvoir au sein de notre Centre de service. Cependant, des déplacements professionnels sont à prévoir, selon les exigences de la direction. Vous souhaitez rejoindre une équipe service de premier plan et travailler sur les dernières innovations en matière de véhicules électriques ? Ce poste est peut-être fait pour vous !

What You'll Do

1. Déterminer si les problèmes du client peuvent être résolus par téléphone ; si nécessaire, faire remonter les informations à l’équipe de pré-diagnostic et à l’équipe de service mobile, et fournir des explications au client
2. Interagir avec les équipes de pré-diagnostic et effectuer un suivi auprès des clients selon les circonstances
3. Consigner avec précision les problèmes et les informations dans le système de gestion du concessionnaire Prêter une extrême attention aux détails
4. Répondre aux appels téléphoniques et aux e-mails des clients afin de gérer leurs inquiétudes avec la plus grande attention et le plus haut niveau de service
5. Rappeler le contact en cas d’appel manqué ; envoyer des e-mails en temps opportun
6. Planifier des rendez-vous, confirmer l’heure et les demandes, tenir régulièrement le client informé si nécessaire.
7. Bien connaître la zone géographique concernée, estimer correctement le temps de trajet et la distance à parcourir entre les différents rendez-vous
8. Lancer la procédure de demande de pièces détachées
9. Faire remonter les problèmes des clients lorsque nécessaire
10. Assurer la progression régulière des conseillers clientèle sur le flux des clients, les évolutions, les nouveaux processus, etc.
11. Entretenir des relations avec les équipes de terrain et du Centre de service
12. Communiquer aux responsables d’équipe et aux parties prenantes les résultats obtenus pour les KPI, de manière confidentielle

What You'll Bring

1. Compréhension des techniques automobiles de base relatives à la réparation et à l’entretien des voitures
2. Capacité à suivre des instructions orales et écrites en prêtant attention aux détails
3. Volonté de découvrir des technologies automobiles innovantes
4. Capacité à établir et entretenir des relations professionnelles coopératives
5. Tenir à jour les dossiers de manière détaillée et générer des rapports quotidiennement
6. Gérer efficacement différentes priorités, organiser la charge de travail et respecter les délais
7. Travailler en équipe et atteindre des objectifs communs
8. Compétences en gestion des conflits
9. Baccalauréat ou diplôme équivalent
10. Système(s) de gestion du concessionnaire, Outlook, MS Office
11. De préférence, titulaire d’un certificat en technologie automobile ou d’un diplôme équivalent
12. Expérience en tant que conseiller de service souhaitable, dans le secteur de l’automobile grand public
13. Obligation de posséder et de conserver un permis de conduire valide, sans antécédents graves de mauvaise conduite
14. Conducteur depuis au moins deux ans
15. Bon niveau d’anglais exigé

The Role

At Tesla, our Service Preparation Advisor consistently create a seamless and industry-leading ownership experience. From the moment a customer raises a concern or request (schedules a service visit) the Virtual Service Advisor is responsible for managing customer appointments and communication across digital platforms. By listening to the customer's concern and preparing visits in advance, this role ensures that we efficiently manage repairs, remotely diagnose or educate our customers to prevent Service Visits entirely.

A Virtual Service Advisor is part of Tesla's remote front line and is a brand ambassador, supporting our mission to accelerate the world’s transition to sustainable energy. This position requires a high-level customer and employee interaction, so the ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. We’ve created one of the most innovative vehicles ever made, and you will help ensure an equally innovative service experience. To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand and the ability to create exceptional customer experiences.

Responsibilities

1. Provide the highest level of Service Customer Experience, collaborate with local Service Centers (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure we provide a consistent Customer Experience across EMEA
2. Review Service Requests for your region/country to provide the best option to resolve Customer concerns; determine if customer concern can be resolved over the phone or OTA (over the air), remote or assign it to Diagnostic or Mobile Service Team as needed. Carry out customer education when required
3. Fulfill the required saturation based on locations capacity targets and needs; contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets
4. Accurately plan and route mobile appointments according to Service Centers needs and specificity of the area.
5. Meet Revenue targets leveraging on commercial programs
6. Prepare appointments including mandatory outstanding work orders when applicable
7. Manage inbound calls, emails and messages according to provided Service Level and standards.
8. Responsible for pre-arrival readiness, including but not limited to, communicating, clarifying maintenance items, identifying parts requests, and making Service Visits
9. Develop a good understanding of Tesla’s products and service operations, including: HV battery, range, 12V systems, charging, Drivers Assistance System (DAS), firmware, chassis and troubleshooting. Ability to initiate parts request procedure.
10. Pull vehicle logs and submit for remote diagnosis, accurately document customer concerns, interactions and data into our systems and ability to finalize invoicing and payments
11. Set expectations for repairs in accordance with new and used warranty guidelines and specifications
12. Lock down appointment and/or follow up Service Visits pending Customer or other Team input until they are fully prepared; process all appointments within provided Service Level and standards providing the highest level of Service Customer Experience.
13. Anticipate Customer Mobility where appropriate, arranging alternative transportation solutions where possible
14. Ensure all health and safety regulations and procedures are adhered to, for both employees and customers
15. Availability to work on additional responsibilities to meet business needs

Requirements

1. Associate Degree or equivalent (certificate in Automotive Technology, preferred)
2. Possess an understanding of basic automotive techniques related to repair and servicing of vehicles
3. Ability to follow oral and written instructions with attention to detail
4. Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment
5. Effectively handle multiple priorities, organize workload, and meet deadlines
6. Proven ability to work and communicate effectively in a team-based environment and achieve a common goal
7. Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to details, especially the accuracy of system operation and data information
8. Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
9. Ability to establish and maintain cooperative working relationships
10. Conflict management skills - ability to address and defuse difficult conversations and customer conflict
11. Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services
12. Digitally savvy – ability to adopt and adapt quickly to new technology and systems
13. Fluency in speaking/writing English

Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.