Service Advisor

Engineering & Maintenance Full Time

Website Tesla

Tesla is accelerating the world’s transition to sustainable energy. We design, manufacture, sell, install and service the world’s best solar technology, energy storage systems, and electric vehicles, providing customers the opportunity to generate, store and consume energy entirely sustainably.

Service Advisor

What to Expect
At Tesla, our Service 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 Service Advisor, you will support customers from the moment they walk through our door or schedule a service visit to returning their vehicle, managing communication across physical and 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
Provide the highest level of customer service throughout ownership experience across physical and digital platforms
Confidently communicate with customers as a Tesla ambassador through digital channels, phone and face-to-face to provide scheduling/status updates, product education, Tesla App education and answer any questions using customer friendly language
Prepare customer appointments both digitally and physically in the Service Centre, ready for the customer to seamlessly drop-off their car through a touchless service
Engage walk-in customers promptly, personally and with the goal of understanding their needs
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
Adopt new digital tools with ease and adapt quickly to new process changes
Pull vehicle logs and submit for remote diagnosis and repair, accurately recording repair orders, interactions and data into our systems, finalizing invoicing and payment
Partner closely with the workshop to guarantee we service our customers’ cars efficiently and seamlessly
Advise and educate your customer on Tesla warranty policies
Take on minor escalations, resolve and defuse difficult conversations across all
communication channels
Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets
Prepare alternative transport for customers where appropriate, arranging loaner vehicles in advance of a scheduled service appointment
Partner and collaborate with Tesla Support, Parts, Sales and Delivery to ensure the customer experience is consistent
Ensure all health and safety regulations and procedures are adhered to, for both employees and customers
Take on additional responsibilities as required by the business
What You’ll Bring
Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment
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
Ability to excel in a team-based environment and achieve common goals
Excellent problem-solving skills, and strong ability to take initiative and be proactive
Possess an understanding of automotive techniques related to repair and servicing of vehicles
Digitally savvy – ability to adopt and adapt quickly to new technology and systems
Good knowledge of MS Office
Able to communicate, read, and write effectively in the English language, and other local languages if required
Must have and continue to maintain a valid driving license and safe driving record

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