Customer Experience Coordinator – Group Support | BYD & DENZA

Harmony Auto; City of Melbourne; On-site; AUD 65,000 - 82,000; Full time

Job summary

Harmony Auto, one of Australia’s fastest-growing EV dealership groups representing BYD and DENZA, is seeking a Customer Experience Coordinator based at the Caroline Springs location. The role supports customer experience initiatives across the Group and both brands, ensuring outstanding service throughout sales, aftersales and vehicle delivery.

You will collaborate with Sales, Aftersales, Delivery and Workshop teams to coordinate bookings, track inquiries, and maintain accurate records, driving

Qualifications

• Previous customer service, reception, administration, or similar experience preferred.
• Strong verbal and written communication skills.
• Valid Australian Driver's Licence (mandatory) and ability to travel between Harmony Auto locations.

Responsibilities

• Handle customer enquiries via phone, email, and in person, providing accurate and timely assistance
• Resolve customer issues professionally and efficiently while maintaining a positive customer experience
• Assist customers with bookings, service updates, delivery arrangements, and general enquiries
• Maintain a high level of customer satisfaction across all customer touchpoints
• Support customer experience initiatives across Harmony Auto’s BYD and DENZA operations

Skills

Customer Service

Stakeholder Management

Administration

Coordination

MS Office

Tools

MS Office

Job description

Customer Experience Coordinator – Group Support | BYD & DENZA

Harmony Auto is one of Australia's fastest-growing electric vehicle dealership groups, representing leading new energy vehicle brands including BYD and DENZA.

We are committed to delivering exceptional customer experiences across sales, aftersales, and vehicle delivery.

As our business continues to grow, we are looking for a Customer Experience Coordinator to join our Customer Experience team. This role will support customer experience initiatives across the wider Harmony Auto Group and both BYD and DENZA brands, while being primarily based at our Caroline Springs location.

This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and takes pride in delivering outstanding customer service.

About Us

Harmony Auto is one of Australia's fastest-growing electric vehicle dealership groups, representing leading new energy vehicle brands including BYD and DENZA.

We are committed to delivering exceptional customer experiences across sales, aftersales, and vehicle delivery.

As our business continues to grow, we are looking for a Customer Experience Coordinator to join our Customer Experience team. This role will support customer experience initiatives across the wider Harmony Auto Group and both BYD and DENZA brands, while being primarily based at our Caroline Springs location.

This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and takes pride in delivering outstanding customer service.

Key Responsibilities

Customer Service & Support

• Handle customer enquiries via phone, email, and in person, providing accurate and timely assistance

• Resolve customer issues professionally and efficiently while maintaining a positive customer experience

• Assist customers with bookings, service updates, delivery arrangements, and general enquiries

• Maintain a high level of customer satisfaction across all customer touchpoints

• Support customer experience initiatives across Harmony Auto’s BYD and DENZA operations

Administration & Case Management

• Maintain accurate customer records within internal systems

• Track and follow up on customer enquiries and outstanding matters

• Support documentation, filing, and general administrative activities

• Assist with preparing reports and updating customer information where required

• Monitor customer cases and ensure appropriate follow-up and resolution

Dealership & Group Coordination

• Liaise with Sales, Aftersales, Delivery, and Workshop teams to support a smooth customer experience

• Coordinate with different Harmony Auto locations and departments when required

• Support internal communication and coordination between teams

• Assist with customer experience projects and initiatives across the Group

• Assist with ad hoc operational and customer service projects

About You

We are looking for someone who is customer-focused, organised, and confident working with different teams and stakeholders.

You will ideally have:

• A genuine passion for customer service and helping people

• Strong verbal and written communication skills

• A friendly, professional, and confident approach when interacting with customers

• Strong interpersonal and stakeholder management skills

• Excellent organisational and time management skills

• Strong attention to detail

• Ability to multitask and prioritise effectively in a busy environment

• A proactive approach to following up and resolving customer matters

• Positive attitude and willingness to learn

• Comfortable using Microsoft Office and business systems

Requirements

• Previous customer service, reception, administration, or similar experience preferred

• Strong communication and interpersonal skills

• Valid Australian Driver's Licence (mandatory)

• Ability to travel across Harmony Auto locations when required

• Eligibility to work in Australia

Why Join Us?

• Work in the rapidly growing EV industry with leading global automotive brands

• Opportunity to support the wider Harmony Auto Group across BYD and DENZA

• Gain exposure to customer experience, sales, aftersales, delivery, and dealership operations

• Supportive, multicultural, and collaborative team culture

• Career growth opportunities across customer service, operations, administration, and dealership management

• Training and development provided

• Dynamic environment with opportunities to work across different teams and locations

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