The Role

The primary goal of Customer Support Specialist is to ensure Tesla meets its obligations and commitments by responding to Customer inquiries in an accurate and timely manner. The Customer Support team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer support concerns. The ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. Located in Hong Kong, this position requires collaboration with Tesla Sales, Vehicle Service and Executive Staff to proactively improve the owner experience for a rapidly growing customer base in our newest Asian market.

Responsibilities

• Deliver highest level of customer support by answering inbound calls and emails, on technical support and roadside assistance related enquiry in a 7*24*365 environment
• Educate our owners so they have optimal confidence in the operation of their vehicle
• Provide workable technical solutions in a professional manner, exceed customer expectation, ensure every aspect of ownership is a true pleasure
• Communicate or escalate owner’s concern to relevant parties for further follow up whenever necessary
• Accurately record issues and data into CRM/ Vehicle Support Systems

Requirements

• Min. 1-2 years Customer Support/ call center experience in automotive industry is preferable
• Flexible, proactive, attention to details, eager to contribute with strong common sense
• Organize, sense of priority, adapt to work in a high pressure and fast pacing environment
• Accept 7*24*365 shifts to accommodate customer’s needs
• Establish and maintain positive, respect, cooperative working relationships
• Willingness to learn new and innovative automotive technologies
• Understanding of basic automotive techniques would be an added advantage
• Familiar with Customer Management Systems-Outlook, and MS Office Suite
• Work Location: Sha Tin

Languages

Good verbal and written skills in English as well as at least one of the below languages:

• Fluent Cantonese (Mandarin is a plus)
• Fluent English