Customer Experience Liaison – Local Area

Feros Care; New South Wales; On-site; AUD 70,000 - 90,000; Full time

Job summary

Geely Australia is seeking a proactive Local Area Coordination Customer Service professional to join our Customer Relations Team. You will be the first point of contact for customers, delivering premium service and supporting dealer networks across Australia.

Reporting to the Customer Relations Lead, you will manage cases end-to-end, maintain accurate CRM records, and work with Warranty, Technical, Sales and Marketing to resolve issues while ensuring regulatory compliance.

Qualifications

• Respond to customer enquiries via phone, email and digital channels with clear, timely information.
• Manage cases end-to-end, documenting touchpoints across systems to maintain records and close cases efficiently.
• Resolve customer issues within defined KPIs such as first contact resolution and customer satisfaction scores.

Responsibilities

• Build and maintain positive customer relationships, manage expectations and address customer needs.
• Engage with internal teams (Warranty, Technical, Sales, Marketing) to resolve cases and exceed expectations.
• Liaise with dealer service and sales teams on escalations, documentation and process adherence.
• Maintain accurate CRM records with privacy compliance and perform data quality checks.
• Assist in developing and implementing customer service policies and efficiency improvements.
• Prepare reports on case volumes, satisfaction, trends and root-cause analysis.
• Support regulatory documentation for ACCC, Fair Trading, in collaboration with Legal.

Job description

Geely Australia is seeking a proactive Local Area Coordination Customer Service professional to join our Customer Relations Team. You will be the first point of contact for customers, delivering premium service and supporting dealer networks across Australia.

Reporting to the Customer Relations Lead, you will manage cases end-to-end, maintain accurate CRM records, and work with Warranty, Technical, Sales and Marketing to resolve issues while ensuring regulatory compliance.