Customer Experience Advocate

Bayside Group; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

Chery Motor Australia in Sydney is seeking a Customer Experience Advocate to join the Customer Experience Team. You will manage inbound and outbound interactions across phone and email, ensuring first-contact resolution and adherence to processes.

Fluency in Mandarin and English is essential, with experience in automotive call centres and CRM tools such as Zoho. You will collaborate with internal teams to optimise the overall customer experience and log interactions accurately.

Qualifications

• Fluency in Mandarin and English (written and spoken) is essential.
• Experience in automotive call centres or similar support environments is advantageous.
• Proficient in handling social media interactions and logging interactions in a CRM.
• Familiarity with Zoho CRM or similar systems is highly advantageous.

Responsibilities

• Handle inbound and outbound customer interactions via phone and email with first-contact resolution.
• Build and maintain professional relationships during vehicle purchasing and servicing processes.
• Respond to social media inquiries and log all interactions in the CRM per company protocol.
• Address and escalate queries as needed and provide timely feedback to stakeholders.
• Become a subject matter expert through training and internal workshops.
• Collaborate with internal teams to optimise the overall customer experience.

Skills

Mandarin & English fluency

Automotive call centre experience

Customer service excellence

Social media handling

Tools

Zoho CRM

Integrated phone systems

Microsoft Office

Job description

Our client Chery Motor Australia is a global automotive manufacturer of both EV and ICT powered motor vehicles and is one of the world’s largest exporters. Inspired by design combined with advanced technology they have secured thousands of new component patents,forging their reputation as a global leader in independent innovation and engineering.

With market expansion continuing to grow beyond forecast, they have an immediate requirement for a Customer Experience Advocate (CEA) to complement their Customer Experience Team. The successful candidate must be able to communicate fluently in both English and Mandarin to effectively support their diverse customer base.

Key responsibilities

• Manage inbound and outbound customer interactions across phone, email and ensuring first-contact resolution and adherence to processes
• Build and maintain positive, professional relationships with customers assisting them through the purchasing and scheduled servicing process via online portals
• Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures
• Address and escalere queries as needed, providing timely feedback to all parties
• Become a subject matter expert through internal workshops, training, and briefings
• Collaborate with internal teams to optimisethe overall customer experience

Qualifications & Experience required

• Experience within an automotive call centre,handling calls and case management scenarios is advantageous
• Fluency in both Mandarin and English written and verbal communication skills is essential
• Experience with social media interactions, highly developed technical and administrative skills and current fluency with general Microsoft Office tools
• Familiarity with Zoho CRM or similar and integrated phone systems are all highly advantageous skills