Service - Customer Support Specialist, Tokyo Japan

Tesla

Experience
Interests
Responsibilities
Workhours

Customer Support Specialist, APAC

 

The Role

At Tesla, one of the most progressive brands in the world, we have a unique in-house customer support team operating 24/7, 365 days a year to accommodate our customer’s needs. Due to our growth, we are looking for a Customer Support Specialist who is fluent in both Japanese and English.

In this position you, together with your colleagues, will assist our customers in APAC with all questions they have regarding their Tesla vehicle. Your goal will be to respond to customer enquiries, received via phone and email, in an accurate and timely manner. This will be achieved by thinking beyond what’s logical and by utilizing your knowledge. Furthermore, you will make sure that customers’ expectations will be exceeded time over time, by providing an amazing, first class service. This all is done while having a calm and focused demeanor.

As a Customer Support Specialist, you will be representing our brand and products to our valuable customers, therefore, we are looking for candidates with a genuine and natural passion for Tesla. Although we are eager to meet individuals who already know the general specifics of our products, in depth knowledge of our fully electric cars is not mandatory. We will learn you that part in your first weeks of training.

Besides your experience in customer facing/service positions, a feeling for cars and electricity would be a strong advantage and key to success. Furthermore, a background in vehicle support, emergency dispatching, automotive roadside support would be ideal. Consideration will also be given to candidates with applicable customer support/hospitality skills and experience gained away from the automotive industry especially those with additional language skills, excellent communication skills, initiative and relevant support environment experience.

 

Responsibilities

  • Provide highest level of verbal and written customer support utilizing Tesla’s telephone and email systems
  • Evaluate the needs of customers and work in a creative, pro-active manner to resolve roadside, technical and general support enquiries including change of ownership with customer vehicles
  • Determine best course of action for all support activities including roadside events and coordinate towing services in urgent and non-urgent situations when needed
  • Work through urgent situations with precision and speed
  • Communicate owners concerns with tow provider network, service center staff, and others as necessary to resolve issues
  • Accurately record issues and data into CRM / Vehicle Support Systems
  • Other Responsibilities: Perform other related duties as assigned, based on the business need

 

Requirements

  • Retail automotive service experience or background in Technical Support or call center environment preferred
  • Excellent written and oral communications skills
  • Flexible schedule; team runs 24/7/365 to accommodate our customer’s needs
  • Customer Management Systems-Outlook, and MS Office Suite
  • Understanding of basic automotive techniques related to repair and servicing of automobiles
  • Ability to follow oral and written instructions with attention to detail
  • Willingness to learn new and innovative automotive technologies
  • Willingness to assist and mentor others on the team
  • Effectively handle multiple priorities, organize workload, and meet deadlines
  • Most importantly; have the ability to put out customer’s needs first and do everything necessary to accommodate their concerns and requests with the highest level of service, courtesy and respect
  • Native Japanese. Fluency in verbal and written English is a huge plus
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Confirmed 8 hours ago. Posted 30+ days ago.

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