Customer Engagement Advisor

Core responsibilities:

• Building and maintaining friendly professional relationships with customers
• Take ownership of the Customer Enquiry – First contact Resolution
• Handle incoming, Product, Service and Support calls ensuring identification and verification processes are adhered
• Receive and respond to customer emails/cases and chats through to resolution and accordance with agreed Customer Relationship Management (CRM) process, system and data requirements
• Make outbound follow up calls
• Provide Customers with product information from Product manuals
• Support Customers through the customer buying process via Online interactions/navigations on the Polestar Customer Portals and Systems
• Logging all Customers contacts and required information on Customer CRM and other required systems
• Complaint handling, including resolving and logging of complaints and escalating to appropriate teams
• Achieve Key Performance Indicators (KPIs) to meet Service Level Agreements (SLA´s)
• Use agreed company methodology and processes to ensure full internal and customer audit trail and compliance is maintained
• Keep up to date with Product Knowledge and Policy changes via Product Briefing, Knowledge Management System and attendance at Training

This role helps deliver seamless, premium customer experiences throughout the entire customer journey for electric vehicles, supporting the transition to sustainable mobility and creating the change needed for a sustainable planet.

Required skills and qualifications:

• Excellent Listening Skills
• Excellent oral and written communication skills in English and Swedish
• Technical platform skills
• Enthusiastic and flexible approach with the ability to work as part of a team
• Good IT and Computer Skills (Software/Technology)
• Industrial Knowledge: Cars and Technology – Previous Automotive Experience
• Positive attitude, strong problem-solving abilities, and a genuine focus on creating great experiences for customers
• Adaptable and quick to learn, comfortable navigating digital tools
• Confident in handling different situations with professionalism
• Collaborative mindset, curiosity about technology and cars
• Ability to stay organized while managing multiple tasks

No specific compensation, perks, or culture highlights mentioned in the job description.

Polestar is an international electric vehicle company with a vision for a sustainable planet, maintaining a growth-mindset in an accelerating, exciting environment with various backgrounds represented.