Customer Experience Team Lead — Drive Service Excellence

Chery; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Fast-growing brand

Supportive leadership

Career development

Competitive salary

Job summary

Chery Motor Australia is seeking an experienced Customer Experience Team Leader to shape and elevate the ownership experience for our customers. Reporting to the Customer Experience Manager, you will lead the day-to-day operations of the team and drive improvements across service processes.

This role requires coaching staff, managing escalations under ACL, liaising with dealer networks and internal stakeholders, and delivering outcomes that protect and enhance our reputation in a fast-growing

Qualifications

• Proven experience leading customer service teams.
• Strong understanding of Australian Consumer Law (ACL).
• Ability to manage escalations and complex inquiries.
• Excellent verbal and written communication with stakeholders.

Responsibilities

• Lead, coach, and develop the Customer Experience Specialists.
• Manage daily team operations, workload, and quality assurance.
• Escalate and resolve complex customer complaints and ACL matters.
• Collaborate with dealers, service, warranty, and technical teams to resolve issues.

Skills

Team leadership

Customer service

ACL knowledge

Stakeholder management

CRM systems

Communication

Tools

CRM platforms

Case management systems

Job description

Chery Motor Australia is seeking an experienced Customer Experience Team Leader to shape and elevate the ownership experience for our customers. Reporting to the Customer Experience Manager, you will lead the day-to-day operations of the team and drive improvements across service processes.

This role requires coaching staff, managing escalations under ACL, liaising with dealer networks and internal stakeholders, and delivering outcomes that protect and enhance our reputation in a fast-growing