Customer Service Specialist

Great Wall Motors; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Brand-new space Mulgrave location

12 weeks parental leave

Family vehicle lease program

Job summary

GWM Australia is seeking a Customer Service Specialist to deliver exceptional support to dealers and customers. Reporting to the Customer Operations Manager, you will resolve enquiries, manage relationships, and uphold ACL-compliant service standards.

Join a fast‑growing automotive brand with a collaborative culture in Mulgrave, working cross‑functional with sales, service and technical teams to speed resolutions and enhance the customer experience.

Qualifications

• Bachelor's degree in business, administration, or a related field.
• 2–4 years of experience in customer service, inbound/outbound calls.

Responsibilities

• Manage all inbound day to day customer contacts from all customer points of entry (phone, email, social/media).
• Ensure highest levels of customer satisfaction and service by improving processes and promoting Care standards within the dealership.
• Manage customer expectations and entitlements under Australian Consumer Law (ACL).
• Manage VOR customer loan vehicles within their region.
• Identify and resolve customer problems or concerns promptly with high satisfaction.
• Liaise with dealerships and internal departments to expedite resolutions.
• Document all customer interactions accurately in the CRM system.
• Use feedback to identify trends and improvement opportunities.
• Work with cross-functional teams to improve customer touchpoints.

Skills

Strong communication

Teamwork

Problem-solving

Customer centric

Empathy

Education

Bachelor's degree in business/administration or related field

Tools

Salesforce

MS Office

Teams

Excel

PowerPoint

Job description

Drive impact. Optimise performance. Shape the future of GWM.

Are you ready to join one of Australia's most innovative automotive manufacturers? Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact? If so, we have an exciting opportunity for you!

About GWM Australia:

GWM is the powerhouse behind the renowned Chinese automaker's local presence. We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, hybrid, and cutting-edge electric models. Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4x4 SUV, and the innovative Ora EV and many more exciting vehicles and technology on the horizon!

With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.

About the Role:

Reporting to the Customer Operations Manager, the Customer Service Specialist is responsible for delivering exceptional customer support and service by effectively resolving enquiries, addressing concerns, and ensuring a positive experience for both the dealer network and GWM customers. Acting as a key liaison between the organisation and its customers, this role plays an integral part in building trust, strengthening relationships, and enhancing customer satisfaction.

Key Responsibilities:

• Manage all inbound day to day customer contacts from all customer points of enter (phone call, email, various social and multimedia)
• Ensure the highest levels of customer satisfaction and customer service by improving processes and promoting Customer Care standards within the dealership.
• Manage customer expectations and entitlements for major concerns under Australian Consumer Law (ACL)
• Manage VOR customer loan vehicles within their region.
• Identify and resolve customer problems or concerns in a timely and efficient manner, ensuring a high level of customer satisfaction.
• Liaise with dealerships and internal departments (e.g. sales, service, technical teams) to expedite resolutions.
• Document all customer interactions accurately in the CRM system.
• Use customer feedback to identify trends and improvement opportunities.
• Work with cross-functional teams to improve customer touchpoints.

Skills and Experience:

• Bachelor's degree in business, administration, or a related field highly regarded.
• 2–4 years of experience in customer service, answering inbound calls and making outbound calls
• Automotive experience within aftersales customer facing capacity is preferrable
• Strong communication skills, both written and verbal.
• Strong computer literacy, including proficiency in Salesforce, MS Office, Teams, Excel, and PowerPoint.
• Excellent customer service and interpersonal skills.
• Problem-solving and critical thinking abilities
• Patience and empathy when dealing with customers.
• Ability to work in a team and collaborate with other departments.
• Ability to handle high-stress situations with composure.

Why Join Us?

GWM is quickly becoming one of the leading automotive brands in Australia and New Zealand. With ambitious plans to introduce even more groundbreaking products, there’s no better time to join our team and accelerate your career to new heights!

What We Offer:

• Be part of a high-growth automotive brand with big ambitions in ANZ
• Work out of a brand new, light filled, open plan, collaborative space in Mulgrave (from Dec.)
• Work in a role with real ownership, influence and visibility
• A culture driven by team-work, innovation, collaboration, and success
• Access to 24/7 EAP services for you and your family
• 12 weeks paid parental leave for primary care givers and 6 weeks for secondary care givers
• Access to a family vehicle lease program

Become a vital part of a dynamic team representing one of ANZ’s fastest-growing automotive brands! If you’re passionate about performance, obsessed with optimisation and ready to make your mark — we’d love to hear from you.

Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.