Automotive Customer Experience Specialist

Great Wall Motors; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Brand-new space Mulgrave location

12 weeks parental leave

Family vehicle lease program

Job summary

GWM Australia is seeking a Customer Service Specialist to deliver exceptional support to dealers and customers. Reporting to the Customer Operations Manager, you will resolve enquiries, manage relationships, and uphold ACL-compliant service standards.

Join a fast‑growing automotive brand with a collaborative culture in Mulgrave, working cross‑functional with sales, service and technical teams to speed resolutions and enhance the customer experience.

Qualifications

• Bachelor's degree in business, administration, or a related field.
• 2–4 years of experience in customer service, inbound/outbound calls.

Responsibilities

• Manage all inbound day to day customer contacts from all customer points of entry (phone, email, social/media).
• Ensure highest levels of customer satisfaction and service by improving processes and promoting Care standards within the dealership.
• Manage customer expectations and entitlements under Australian Consumer Law (ACL).
• Manage VOR customer loan vehicles within their region.
• Identify and resolve customer problems or concerns promptly with high satisfaction.
• Liaise with dealerships and internal departments to expedite resolutions.
• Document all customer interactions accurately in the CRM system.
• Use feedback to identify trends and improvement opportunities.
• Work with cross-functional teams to improve customer touchpoints.

Skills

Strong communication

Teamwork

Problem-solving

Customer centric

Empathy

Education

Bachelor's degree in business/administration or related field

Tools

Salesforce

MS Office

Teams

Excel

PowerPoint

Job description

GWM Australia is seeking a Customer Service Specialist to deliver exceptional support to dealers and customers. Reporting to the Customer Operations Manager, you will resolve enquiries, manage relationships, and uphold ACL-compliant service standards.

Join a fast‑growing automotive brand with a collaborative culture in Mulgrave, working cross‑functional with sales, service and technical teams to speed resolutions and enhance the customer experience.