Responsibilities

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

Qualifications

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