About ZEEKR
ZEEKR is a premium electric vehicle brand under the Geely Group, dedicated to pioneering innovation in smart, sustainable mobility. As part of Geely’s ecosystem, ZEEKR embodies cutting-edge design, advanced technology, and user-centric electric mobility experiences.
About Geely:
- A global leader in smart electric vehicles and automotive innovation.
- Owns iconic brands including Geely Auto, ZEEKR, Volvo, Polestar, Lotus, and holds a 17% stake in Aston Martin.
- Boasts $100B+ in assets and employs 140,000+ people worldwide.
- Employs over 30,000 engineers and designers across R&D centers in China, Sweden, the UK, the U.S., and Germany.
- Operates 4,000+ sales and service locations globally.
- Recognized as a Fortune Global 500 company for 13 consecutive years.
- Drives AI-powered automotive solutions supported by one of the industry’s largest cloud computing capacities (1.02 Exaflops/sec).
- Through Geespace, has launched 20 satellites to enhance safe autonomous driving capabilities.
- Employs world-class digitalisation and AI-driven manufacturing processes.
Role Responsibilities
- As the Customer Care Specialist, you will be responsible for the entire post-purchase service experience for Zeekr owners in Australia. You will lead our internal team and, critically, manage our outsourced call center partner to ensure they deliver professional, efficient, and consistent support. This encompasses key areas such as service booking, warranty inquiries, parts availability, roadside assistance, and technical advice. You are the key guarantor of our “Professional, Transparent, Convenient” promise.
Key Responsibilities
- Manage customer enguiries via email, phone, and internal systems relating to vehicle servicing technical concerns, digital app support, delivery updates, and general ownership enquiries.
- Provide a high level of personalised customer service, particularly when handling complaints concerns,and sensitive customer matters.
- Work closely with the National Customer Care Manager, Customer Channel teams, and Head Office Aftersales departments to ensure efficient case management and resolution.
- Liaise daily with Zeekr's national dealer network, including Sales and Service Managers, regarding customer complaints, service scheduling, vehicle delivery delays, and operational enquiries.
- Manage enquiries received through the Customer Care Call Centre, including direct client communication and allocation of cases to relevant dealership personnel.
- Accurately log, categorise, and monitor customer cases, including escalation levels, response timeframes, and follow-up actions.
- Coordinate directly with dealer staff and customers to drive timely resolutions and maintain strong customer satisfaction outcomes.
- Support the Customer Care Manager with critical escalations involving safety concerns, financial disputes, or ongoing unresolved issues.
- Assist in organising emergency transportation solutions for customers through Zeekr's dedicated mobility partners.
- Monitor and distribute customer feedback and suggestions received through Zeekr's digital patforms and app systems.
- Assist second-hand vehicle owners with ownership transfer documentation and digital app access through internal systems.
- Attend dealer conferences, customer events, and industry functions as required, including potential interstate and international travel.
Qualifications & requirements：
- Minimum of 3 years of experience in automotive aftersales or a related field.
- Strong customer-first mindset with a genuine passion for delivering exceptional client experiences
- Excellent verbal and written communication skills with the ability to professionally manage difficult or sensitive conversations.
- Strong stakeholder and relationship management skills across customers, dealerships, and internal departments.
- Understanding of EV technology and the evolving electric vehicle ownership experience
- Knowledge of automotive retail, warranty, and insurance repair processes.
- Strong organisational skills with the ability to prioritise tasks and manage multiple cases simultaneously.
- High attention to detail and accurate case management capabilities
- Proficiency in CRM systems and Microsoft office suite.
- Ability to thrive in a fast-paced, high-growth environment with changing priorities
- Adaptable, proactive, and solutions-focused approach to problem solving.
- Professional presentation and ability to represent the Zeekr brand positively at all times.
