Customer Relations Officer

About GeelyGeely is a global leader in smart electric vehicles and automotive innovation.Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.With $100B+ assets and 140,000+ employees worldwide.A 13-year Fortune Global 500 innovator with a world-class AI cloud powerhouse and a 20-satellite network enabling safer autonomous driving.Geely is rapidly expanding in Australia with an ambitious multi-year strategy. This means huge opportunity, real influence, and the chance to build people systems from the ground up in a business backed by a global powerhouse.Mission & Vision: A Sustainable Future, A Better WorldCore Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovativeCulture: Achiever, Problem-Solving, Benchmarking, ComplianceWhy Join Us (What You Will Love)As a Customer Relations Officer at Geely Australia, you won’t just answer calls — you will shape the voice and experience of a global automotive leader in the Australian market. You will enjoy:Front-row seat to a fast-growing global EV brand — be part of Geely’s rapid expansion in Australia.Make a real impact on customer satisfaction & brand loyalty — your work directly shapes how customers experience our brand.Professional growth & development — gain broad exposure across customer relations, dealer networks and the automotive industry.Supportive, high-visibility environment — work closely with the Customer Relations Lead and build expertise in complaints handling, escalation management and regulatory case support.Why This Role:Geely Australia is seeking an experienced, motivated and driven Customer Relations Officer with a passion for delivering premium customer service, to join our Customer Relations Team. Reporting to the Customer Relations Lead, the Customer Relations Officer at Geely Australia, will be the first point of contact for our customers at a head office level, delivering premium customer experiences with alignment to regulatory requirements and manufacturer standards, whilst ensuring performance expectations are met. Key responsibilities:Customer Case ManagementRespond to inbound and outbound customer enquiries via phone, email and digital channels, providing clear and accurate information in a timely manner.Manage cases end-to-end, documenting all key touchpoints across systems to maintain accurate records and close cases efficiently.Resolve customer issues within defined KPIs such as first contact resolution, customer satisfaction scores, handling time and accuracy of information.Build and maintain positive customer relationships, manage expectations and proactively address customer needs.Cross-Functional & Dealer CollaborationEngage and collaborate with internal teams (Warranty, Technical, Sales, Marketing) to resolve customer cases and exceed customer expectations.Liaise with dealer service and sales teams on escalations, documentation requirements and process adherence.Support dealer communication and training to ensure consistent and premium customer experience.CRM & Data QualityMaintain accurate and up-to-date customer records across CRM systems with strict adherence to privacy and compliance requirements.Perform data quality checks, correct discrepancies and support continuous improvements to CRM workflows, processes and system enhancements.Assist in the development and implementation of customer service policies, procedures and efficiency improvements.Reporting & InsightsPrepare regular reports on case volumes, customer satisfaction, trends and root cause analysis.Monitor KPIs and provide insights to support improvement initiatives and operational excellence.Compliance & Regulatory SupportAssist with documentation and preparation for regulatory cases (e.g., ACCC, Fair Trading) in collaboration with the Legal team.Ensure all communication logs, case records and customer data comply with policies, procedures and audit requirements.Customer Engagement & Campaign SupportSupport outbound campaigns including recalls, service programs, customer invitations and marketing-driven activities.Conduct follow-up calls and gather customer feedback to support CSI and customer loyalty.Future Scalability & BPO SupportAssist in preparing SOPs, scripts, FAQs and workflows to support future customer service scaling or outsourcing initiatives.Support onboarding and quality monitoring of external partners and handle escalations beyond frontline support.Ensure consistent and high-quality customer experience across all service channels.Job Requirements:1 – 2 years’ experience in customer relations and / or call centre environment. Strong written and verbal communication skills.Ability to remain calm and professional in high-pressure situations.Team player with a collaborative and proactive approach to problem-solving.Be resilient and effective in handling customer issues with a high level of care and empathy, demonstrating conflict-resolution and problem-solving skills. Proficiency with MS Office (Excel, Word) and confidence across digital platforms.Detailed-oriented with great time management and organizational skills.Car enthusiast (passionate about the automotive industry and how it operates), with automotive industry experience preferred but not essential. Have an open, friendly personality.Office & Transport: Newly renovated modern office with electric adjustable sit-stand desks.Only a 4 mins walk from Macquarie Park Metro station to our office, easy driving access via A3, Epping Rd, and M3 nearby.