Conseiller(ère) Online après-vente - Service Preparation Specialist H/F - Aix en Provence

Tesla Service Advisor

Tesla is looking for an online after-sales advisor to work on one of the most modern vehicle brands in the world. This position involves a high level of interaction with customers and colleagues. The candidate will need to possess strong technical knowledge and be able to provide high-quality customer service. This position is available in our Service Center. However, professional travel is expected, according to the requirements of the management. Are you interested in joining a top-tier service team and working on the latest innovations in electric vehicles? This position may be for you!

Responsibilities
  • Determine if customer issues can be resolved by phone; if necessary, escalate information to the pre-diagnosis team and mobile service team, and provide explanations to the customer
  • Interact with pre-diagnosis teams and follow up with customers as needed
  • Concisely record problems and information in the dealership management system
  • Answer customer phone calls and emails to manage their concerns with the highest level of attention and service
  • Call back missed contacts; send timely emails
  • Schedule appointments, confirm time and requests, regularly keep the customer informed if necessary
  • Know the relevant geographic area well, correctly estimate travel time and distance between different appointments
  • Initiate the request procedure for spare parts
  • Report customer problems when necessary
  • Ensure the regular progress of customer service advisors on the flow of clients, developments, new processes, etc.
  • Maintain relationships with field teams and the Service Center
  • Communicate the results obtained for KPIs to team leaders and stakeholders confidentially
Requirements
  • Understanding of basic automotive techniques related to vehicle repair and maintenance
  • Ability to follow oral and written instructions with attention to detail
  • Relevant experience in a customer-facing role delivering excellent service, preferably from a technical or automotive environment
  • Effectively handle multiple priorities, organize workload, and meet deadlines
  • Proven ability to work and communicate effectively in a team-based environment and achieve a common goal
  • 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
  • Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
  • Ability to establish and maintain cooperative working relationships
  • Conflict management skills - ability to address and defuse difficult conversations and customer conflict
  • Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services
  • Digitally savvy – ability to adopt and adapt quickly to new technology and systems
  • Fluency in speaking/writing English
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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