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 ResponsibilitiesHandle daily customer enquiries across all channels including phone, email,



social media and website webchatResolve customer issues efficiently to maintain high satisfactionManage VOR loan vehiclesMaintain product knowledge and provide accurate customer guidanceSupport dealerships in upholding customer care standards and improving processesManage customer entitlements and expectations in line with Australian Consumer Law (ACL)Prepare documentation for ACL and tribunal mattersProduce regular customer case reportsUpdate FAQs and develop templates, processes and consistent customer communication standardsUndertake additional duties as requiredJob RequirementsExperience managing customer concerns at dealership and OEM levelStrong written and verbal communicationGood knowledge of ACL and tribunal processesCustomer care or contact centre management experienceStrong problem-solving and critical thinkingTeamwork and cross-departmental collaboration
#J-*****-Ljbffr

📌 Customer Service Representative (Melbourne)
🏢 XPENG
📍 Melbourne