Customer Engagement Advisor

Polestar; Göteborgs kommun; On-site; SEK 280,000 - 360,000; Full time

Job summary

Polestar is seeking a Customer Engagement Advisor to join our Customer Experience Team in Gothenburg. You will deliver premium, multi‑channel support and guide customers through inquiries, product details and online processes.

Maintain CRM records, resolve issues promptly, and meet KPIs while staying up to date with product knowledge and policy changes. The role emphasizes a positive attitude, strong communication in English and Swedish, and collaborative teamwork in a dynamic automotive tech

Qualifications

• Excellent listening and communication skills.
• Excellent oral and written communication in English and Swedish.
• Technical platform skills.
• Enthusiastic and flexible approach with ability to work as part of a team.
• Good IT and computer skills (Software/Technology).
• Industrial Knowledge: Cars and Technology.
• Previous automotive experience.

Responsibilities

• Deliver outstanding customer support across phone, email and chat.
• Guide customers through inquiries, product details and online processes.
• Log interactions in CRM and handle complaints professionally.
• Achieve KPIs to meet SLAs and maintain audit trails.
• Provide product information from manuals and assist customers through buying processes.

Skills

Customer service

Communication

English

Swedish

Team player

Problem solving

Digital tools

Tools

CRM systems

Job description

The Opportunity

We're currently looking for a Customer Engagement Advisor to join our Customer Experience Team to help deliver seamless, premium customer experiences throughout the entire customer journey. We are looking for someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed.

This position is located at Polestar Sales Unit office in Gothenburg, Sweden.

The Responsibilities

In this role you will represent Polestar by delivering outstanding customer support and guiding customers through inquiries, product details, and online processes. You’ll manage communications across phone, email, and chat, resolve issues promptly, log interactions in CRM systems, and handle complaints professionally. Staying updated on products and meeting performance targets are key to ensuring a seamless customer experience.

Responsibilities include:

• 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 (SLAs)
• 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

The Ideal Candidate

To be a great fit for this role, we are searching for you to bring a positive attitude, strong problem‑solving abilities, and a genuine focus on creating great experiences for customers. You should be adaptable and quick to learn, comfortable navigating digital tools, and confident in handling different situations with professionalism. A collaborative mindset, curiosity about technology and cars, and the ability to stay organized while managing multiple tasks will help you succeed in this position.

Further on, we are searching for you with:

• Excellent listening and communication 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