The primary goal of the Multilingual Customer Support Specialist is to ensure Tesla meets its obligations and commitments by responding to customer inquiries in an accurate and timely manner. The Technical Support team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer support concerns. The ideal candidate will not only possess the technical acumen but also the ability to provide a strong level of customer service in multiple languages. Located in Cyberjaya, Malaysia, this position requires collaboration with Tesla Sales, Vehicle Service, and Executive Staff to proactively improve the owner experience for a rapidly growing customer base in our dynamic Asian market.
Responsibilities
- Deliver the highest level of customer support by answering inbound calls and emails on technical support and roadside assistance-related inquiries in a 7x24x365 environment, adapting responses to the customer's preferred language.
- Educate our owners so they have optimal confidence in the operation of their vehicle, providing clear explanations in multiple languages to enhance accessibility.
- Provide workable technical solutions in a professional manner, exceed customer expectations, and ensure every aspect of ownership is a true pleasure, while respecting cultural nuances in Malaysia's diverse market.
- Communicate or escalate owner's concerns to relevant parties for further follow-up whenever necessary, leveraging multilingual skills to bridge communication gaps.
- Accurately record issues and data into CRM/Vehicle Support Systems.
Requirements
- Minimum 2 years of technical support/call center experience in the automotive industry is preferable.
- Flexible, proactive, attention to detail, eager to contribute with strong common sense.
- Organized, with a sense of priority, and able to adapt to work in a high-pressure and fast-paced environment.
- Willing to accept 7x24x365 shifts to accommodate customer needs across time zones and languages.
- Ability to establish and maintain positive, respectful, and cooperative working relationships in a multicultural setting.
- Willingness to learn new and innovative automotive technologies.
- Understanding of basic automotive techniques would be an added advantage.
- Familiarity with Customer Management Systems (e.g., Outlook) and MS Office Suite.
Language Requirements
- Fluent English
- Fluent Cantonese (Mandarin, a plus)
