Customer Service Advisor/ Specialista Supporto Clienti, Roma

What To Expect
At Tesla, our Service Support Advisors consistently coordinate a seamless experience for customers servicing their vehicles. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission to accelerate the world’s transition to sustainable energy.
As a Customer Support Advisor, you will support customers from the moment they request Service till the car enters our Service location, or is taken care off by Mobile Service, managing communication across digital platforms. 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.
What You’ll Do

• Pull vehicle logs and submit for remote diagnosis and repair, accurately recording repair orders, interactions and data into our systems
• Keep a close connection with field operations team at Tesla Service Center
• Assist with projects when required (example; collecting/chasing payments)
• Prepare customer appointments digitally for all Service Centre’s and Mobile Service, ready for the customer to have the best Service experience possible
• 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
• Confidently communicate with customers as a Tesla ambassador through various channels, to provide scheduling updates, product education, Tesla App education and answer any questions with fast and high-quality response, using customer friendly language
• Adopt new digital tools with ease and adapt quickly to new process changes
• Stays up to date with all the latest procedures and protocols
• Advise and educate your customer on Tesla warranty policies
• Initiate parts request procedure
• Provide the highest level of customer service throughout ownership experience across digital platforms

What You’ll Bring

• Ability to excel in a team-based environment and achieve common goals
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
• Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
• Perform detailed record keeping and reporting
• Great business judgement in setting priorities and being able to apply triage of severity using a problem analysis
• Relevant experience in delivering excellent service, preferably from a technical or automotive environment
• Excellent problem-solving skills, and strong ability to take initiative and be proactive
• Eager to learn new and innovative automotive technologies
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems
• Able to communicate, read, and write effectively in the English language, and local language
• Possess an understanding of automotive techniques related to repair and servicing of vehicles

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