The Role

The Business Resolutions Manager consists of intelligent, driven, and fair-minded individuals who are able to exercise independent, objective judgment and tackle complex business challenges. This team collaborates to develop innovative solutions that influence Tesla’s processes, procedures, and best practices so that all Tesla customers receive exceptional experience throughout the customer lifecycle. In this role, you will be responsible for streamlining and improving current processes, ensuring a world class level of customer satisfaction every day.

Responsibilities

• Actively & Cooperatively Review and revise policies that can be potential customer cases for deployed policies.
• Arrange & Handling customer complaints with CRO (Customer Relation Officer)
• Objectively Review customer complaint and Report goodwill request
• Technically good understanding of background vehicle 
• Able to support commercial decision
• Drafting and legal check Agreement and Indemnity Agreement
• Negotiation and Settlement with customer cases if heavy complaint
• Conduct 'Defect Deliberation Committee' case (Lemon law)
• Conduct 'Consumer Protection Commission' case
• Conduct 'Consumer Dispute Resolution Committee' case
• Submission of court fact-finding documents
• Arrange and communication for Fire case _ Fire dept' and police dept', customer
• Report Salvage vehicles to APAC

Requirements

• Bachelor’s degree or equivalent experience in a relevant field required, with 7 to 10 years’ of experience in a project management, analytical, or customer-facing role (or similar)
• An individual with a flexible mindset capable of adapting effectively under intense pressure
• Well experienced in customer service, knowledgeable in latest media rules, local vehicle service-related law and regulation
• Experienced in team management
• Highly organized, with good time management skills
• Proficient in Microsoft Word, Outlook, PowerPoint and Excel
• Fluent in English, oral and written