Job Description

About Geely

• Geely 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 World

• Core Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovative

• Culture: Achiever, Problem-Solving, Benchmarking, Compliance

Why 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 Management

• Respond 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 Collaboration

• Engage 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 Quality

• Maintain 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 & Insights

• Prepare 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 Support

• Assist 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 Support

• Support 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 Support

• Assist 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.