Serves as the primary customer service representative for Xpeng ANZ, supporting both the dealer network and end customers by resolving inquiries and issues to ensure satisfaction. Acts as the main liaison and customer advocate between HQ, dealers, and active cases. The role starts with full hands-on case management; as the business scales, it will evolve to include team oversight, system management, reporting, and process improvements for efficiency and CX.
Key Responsibilities
- Handle daily customer enquiries across all channels including phone, email, social media and website webchat
- Resolve customer issues efficiently to maintain high satisfaction
- Manage VOR loan vehicles
- Maintain product knowledge and provide accurate customer guidance
- Support dealerships in upholding customer care standards and improving processes
- Manage customer entitlements and expectations in line with Australian Consumer Law (ACL)
- Prepare documentation for ACL and tribunal matters
- Produce regular customer case reports
- Update FAQs and develop templates, processes and consistent customer communication standards
- Undertake additional duties as required
Job Requirements
- Experience managing customer concerns at dealership and OEM level
- Strong written and verbal communication
- Good knowledge of ACL and tribunal processes
- Customer care or contact centre management experience
- Strong problem-solving and critical thinking
- Teamwork and cross-departmental collaboration
- Ability to work calmly under pressure
