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Form of workJoin a Leading Automotive Force in Australia!
Are you eager to align yourself with one of Australia’s most dynamic automotive manufacturers?
Do you thrive in a vibrant, fast paced environment where your contributions make a difference?
If so, we have an exciting opportunity for you!
Discover GWM Australia.
Situated in Mulgrave, Melbourne, GWM Australia stands as the local powerhouse of the renowned Chinese automaker. We are dedicated to importing, distributing and marketing a diverse range of vehicles, from petrol and hybrid to cutting edge EV’s. Our lineup includes the much loved Haval SUV range, the robust Cannon Ute, the rugged Tank 4x4 SUV and the innovative Ora EV.
Committed to excellence and customer satisfaction, GWM Australia is reshaping the automotive landscape with high quality vehicles, tailored to meet the evolving needs of the Australian consumer.
Join the Momentum:
GWM is rapidly solidifying its position as one of Australia and New Zealand’s most prominent automotive brands. With ambitious plans on the horizon to introduce even more groundbreaking products, there is no better time to join our accomplished team and propel your career to new heights.
What we Offer:
- A healthy work/life balance with WFH options
- A purpose driven culture that thrives on energy and collaboration
- Prioritising well being with dedicated mental health days
- Ample opportunities for career advancement
- Access to 24/7 counselling services for both you and your family
About the role:
The primary function of the Customer Care Specialist is to support customers and the dealer network with escalated customer complaints and questions. Providing information about products and services via all customer points of entry to GWM Australia and New Zealand (phone call, email, various social and multimedia). Helping customers understand the product and answering questions, the Customer Escalations Specialist will case manage all customer contacts which are escalated from start to completion.
Main Duties/Responsibilities:
- Manage all inbound day to day customer contacts from beginning to end, via all customer points of entry
- Handle customer complaints, providing appropriate solutions and alternatives within KPI time limits and follow up to ensure a solution
- Manage VOR customer loan vehicles within customers region
- Ensure the highest levels of customer satisfaction and 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 the Dealer escalated cases/helpline, providing dealer assistance with customer concerns
- Perform any further tasks that are deemed to be related to the position that will endeavor to improve the overall customer service experience for the dealers and customers of Haval and Great Wall
Skills and Experience:
- An understanding of the Dealer landscape and customer service a must
- An interest and understanding of automotive componentry is key to this role
- Strong communication and listening skills with excellent verbal and written communication essential
- The ability to convey information in a professional and empathetic manner
- Problem solving, troubleshooting and analytical skills
- Positive attitude and resilience with a healthy dose of empathy and patience
- Have the right mindset and be able to diffuse situations
- Be a team player to join our FABULOUS CUSTOMER SERVICE HUB!
Join our growing team! Become an integral part of a dynamic team representing one of Australia’s fastest growing automotive brands!
If you are ready to embark on a rewarding journey with us, apply now and seize the opportunity to shape the future of automotive in Australia!
APPLY NOW!
