Drive Your Career Forward with GWM Australia Join one of Australia's most innovative automotive manufacturers , thriving in a fast-paced, dynamic environment where your contributions have a real impact About GWM Australia: With our Head Office located in Mulgrave , GWM Australia 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. With a commitment to excellence and customer satisfaction, GWM Australia is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers. 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: • A healthy work/life balance with work-from-home days • A purpose-driven culture that thrives on energy and collaboration • Prioritisation of well-being with dedicated mental health days • Access to 24/7 counselling services for both you and your family About the Role: The Customer Service Specialist is responsible for providing exceptional customer support and service to resolve inquiries, address issues, and ensure satisfaction to both the dealer network and GWM customers. They act as a liaison between the company and its customers, helping to build and maintain strong customer relationships. This is a critical role supporting the GWM Care Contact Centres vision of providing the best customer service in the automotive sector. Key Responsibilities: Customer Support • 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. Issue Resolution • 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. • Follow up to ensure customer satisfaction and proper issue closure. Customer Relationship Manager (CRM) • Document all customer interactions accurately in the CRM system. • Use customer feedback to identify trends and improvement opportunities. • Maintain and update customer profiles to ensure personalized service. Other responsibilities • Maintain an understanding of the GWM range to provide accurate information and guidance to customers. • Work with cross-functional teams to improve customer touchpoints. • Assist with any additional tasks related to the wider department. Skills and Experience: • Bachelor’s degree in business, administration, or a related field highly regarded. • 2–4 years of experience in customer service, preferably in the automotive or related industry. • 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. Become a vital part of a dynamic team representing one of Australia’s fastest-growing automotive brands If you’re ready to embark on a rewarding journey with us, apply now and seize the opportunity to shape the future of the automotive industry in Australia