Strategic Customer Relations Lead: CRM & Case Management

Geely Auto Australia; Sydney; On-site; AUD 70,000 - 110,000; Full time

Job summary

Geely Auto Australia is seeking an experienced and strategic Customer Relations Specialist to lead our automotive customer service and case management operations. In this leadership role, you will champion customer loyalty and oversee end-to-end case handling.

You will align with our brand, dealer networks and executive leadership to deliver a premium, scalable service experience. Strong communication, calm under pressure and collaborative problem solving are essential to succeed in this role.

Qualifications

• Experience in a customer service call centre environment.
• Strong communication skills, both written and verbal.
• Ability to remain calm and professional in high-pressure situations.
• Team player with a collaborative and proactive approach to problem-solving.
• Excellent conflict resolution and problem-solving abilities.
• Proficiency with MS Office and confidence across digital platforms.

Responsibilities

• Respond to customer inquiries providing clear, accurate information and resolving issues in a timely manner.
• Handling of online enquiries, inbound and outbound calls.
• Document customer interactions within the relevant systems with clear and concise notes.
• Ensure customer satisfaction through effective problem-solving.
• Engage and collaborate with team members to resolve customer cases and exceed the customer expectations.
• Follow all corporate policies and procedures to maintain quality and efficiency.

Skills

Customer service

Call centre

Communication skills

Calm under pressure

Team player

Conflict resolution

MS Office

Job description

Geely Auto Australia is seeking an experienced and strategic Customer Relations Specialist to lead our automotive customer service and case management operations. In this leadership role, you will champion customer loyalty and oversee end-to-end case handling.

You will align with our brand, dealer networks and executive leadership to deliver a premium, scalable service experience. Strong communication, calm under pressure and collaborative problem solving are essential to succeed in this role.