Customer Experience Advisor Customer Experience · Mascouche, Quebec, Canada ·

Polestar; Mascouche; On-site; CAD 60,000 - 80,000; Full time

Job summary

An innovative electric performance car brand is seeking a Customer Experience Advisor to enhance customer interactions. This role involves providing exceptional support through various channels, ensuring a seamless and personalized journey for customers. The ideal candidate will have a passion for sustainability and electric vehicles, with strong communication skills in both French-Canadian and English. Join a dynamic team that values collaboration and excellence, and contribute to shaping an outstanding customer experience at a forward-thinking company. If you thrive in a fast-paced environment and are eager to make a difference, this opportunity is perfect for you!

Qualifications

• 2-3 years experience in customer-facing roles, preferably in retail or automotive.
• Proficient in French-Canadian and English communication.

Responsibilities

• Provide exceptional customer support via chat, email, and phone.
• Act as a customer advocate, ensuring quality and innovation.

Skills

Customer Engagement

Communication Skills

Problem-Solving

Data Analysis

Empathy

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Salesforce

Job description

At Polestar, we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to be the primary point of contact with our customers and be the ambassador of Polestar's premium brand experience.

About Polestar

Polestar is an electric performance car brand, determined to improve the society we live in by driving the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars, each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

Is this you? If you are interested in joining the Polestar team, don't wait to submit your application. We apply a continuous selection process, and the job post will be open until the position is filled.

Let us describe the challenge we offer

The Customer Experience Advisor will be an important piece to the puzzle at Polestar and take ownership of the customer journey and resolution of customer inquiries. This person will be responsible for providing our customers with support through various channels including phone, email, and chat. As a Customer Experience Advisor, you will play a pivotal role in delivering exceptional, personalized experiences to our customers, ensuring their journey with Polestar is seamless, delightful, and data-driven. Your expertise in customer engagement, coupled with your passion for utilizing data to inform decisions, will help shape how we interact with and support our valued customers.

We are hiring enthusiastic individuals for a number of shifts based in our Mascouche, Quebec HQ office.

What you’ll do

1. Provide exceptional customer support across all touchpoints (live chat, email, and phone) by addressing inquiries, resolving issues, and offering tailored solutions to meet customer needs.
2. Address customer inquiries, concerns, and issues promptly, ensuring resolutions are effective and aligned with Polestar’s standards of service.
3. Act as the customer advocate, ensuring all customer interactions reflect Polestar’s commitment to quality and innovation, while maintaining a positive, empathetic, and personalized approach.
4. Engage with customers proactively, offering assistance, guidance, and relevant information to enhance their experience with Polestar before, during, and after their purchase.
5. Leverage customer data and insights to identify trends, predict needs, and drive improvements in the customer experience. Ensure that feedback loops inform continuous enhancement of the Polestar experience.
6. Work closely with the product, marketing, quality, and operations teams to communicate customer feedback, ensure alignment on customer needs, and contribute to the ongoing refinement of Polestar’s offerings.
7. Use customer feedback, data analytics, and performance metrics to identify opportunities for process optimization and enhancement of the overall customer journey.
8. Promote Polestar's values, products, and services, ensuring that every customer interaction reflects the brand’s standards of excellence and sustainability.

Who you are

1. Minimum of 2-3 years of experience in a customer-facing role, preferably in a high-end retail, automotive, or technology call center setting.
2. Proficient spoken and written communication in French-Canadian and English.
3. Demonstrated ability to deliver superior customer experiences by understanding customer needs and tailoring solutions to meet those needs.
4. Experience using Salesforce is preferred.
5. Strong verbal and written communication skills with an ability to connect with customers and colleagues effectively.
6. Ability to assess complex situations and offer creative, thoughtful solutions that prioritize the customer’s satisfaction and experience.
7. Comfortable working in a fast-paced environment where flexibility and innovation are essential to success.
8. A strong interest in sustainable products and technologies, with a particular enthusiasm for electric vehicles and the Polestar brand.