Customer Relationship Officer

Harmony New Energy Auto Pro Servicing Pty; Sydney; Vor Ort; AUD 55.000 - 70.000; Vollzeit

Zusammenfassung

Harmony Auto, including BYD Homebush, seeks a Customer Relations Officer to ensure a seamless ownership journey and build customer trust. You will handle inquiries, manage deliveries, and drive loyalty while coordinating across teams.

The role emphasizes complaint resolution, CRM documentation, and proactive follow-up with customers to improve NPS and satisfaction scores. Willingness to travel across NSW stores is required.

Qualifikationen

• 2+ years in customer service with complaint handling.
• Strong communication and CRM proficiency.
• Preferred: Experience with NPS or CX metrics; automotive or retail background.

Aufgaben

• Handle customer inquiries via phone, email, and in-person; oversee vehicle delivery and collect feedback to improve NPS.
• Resolve escalated complaints with empathy and professionalism; coordinate across departments; document outcomes in CRM.
• Schedule service appointments, process payments, and manage recall notifications.
• Conduct follow-ups post-service, identify at-risk customers, and implement outreach to strengthen loyalty.

Kenntnisse

Communication

CRM proficiency

Complaint handling

Ausbildung

High School Diploma or equivalent

Jobbeschreibung

BYD Homebush, proudly a part of Harmony Auto, is at the forefront of the electric vehicle revolution in Australia. Harmony Auto is recognized as the biggest importer of luxury and ultra-luxury vehicles from China, offering unparalleled quality and prestige.

With a commitment to sustainability and innovative technology, we aim to reshape the automotive landscape through high-performance electric vehicles. Our state-of-the showroom is part of a dynamic network, dedicated to providing exceptional service and pioneering solutions in the automotive industry.

We are seeking an energetic and motivated Customer Service to join our dynamic team at BYD Homebush

The Customer Relations Officer is the primary contact for customers, ensuring a seamless ownership journey. This role builds trust, resolves complaints, and drives loyalty, directly impacting Net Promoter Score (NPS).

Key Responsibilities

• Customer Interaction: Handle inquiries via phone, email, and in-person; oversee vehicle delivery; collect and analyze feedback to improve NPS.
• Complaint Resolution: Manage escalated issues with empathy and professionalism; collaborate across departments to resolve root causes; document outcomes in CRM.
• Operations: Schedule service appointments, process payments, and manage recall notifications.
• Retention: Conduct follow-ups post-service, identify at-risk customers, and implement outreach to strengthen loyalty.

Qualifications

• Required: High School Diploma or equivalent 2+ years in customer service with complaint handling experience Strong communication and CRM proficiency
• Preferred: Experience with NPS or CX metrics Automotive or retail background

Competencies

• Empathy and composure under pressure
• Problem-solving and negotiation skills
• Resilience and attention to detail
• Customer advocacy mindset

Performance Metrics

• Customer Satisfaction (CSI) and NPS
• First Contact Resolution rate
• Complaint resolution time and success rate
• Service appointment retention
• Positive feedback and reviews

We require candidates with a full, valid driver's licence to enable travel twice per week across NSW stores

Join the Revolution: Be Part of the Future of EV in Australia!

Are you ready to take your career to the next level with one of the most exciting and innovative electric vehicle (EV) brands entering the Australian market? We're looking for dynamic, passionate individuals to join our team.

Why Join Us?

Be part of a brand-new journey in Australia with an EV brand that's leading the future of sustainable luxury.

Work in a state-of-the flagship store with world-class technology and design.

Enjoy a collaborative, innovative, and high-energy workplace.

• Competitive salary package and benefits.

Opportunities for career advancement and professional development, more dealerships are going to open very soon.