Job Description
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Do you love creating outstanding customer experiences and building lasting relationships?
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As our business continues to grow, we are looking for an enthusiastic and customer-focused
Customer Experience Representative
to join our dynamic WA Service team based in Perth.
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Are you energized by environments where every interaction matters and where your communication, organisation and attention to detail can make a real difference? If you're passionate about helping customers, solving problems, and delivering service that exceeds expectations, we want to hear from you.
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At
Vehicle Dealers International Pty Ltd (VDI)
, we're proud to be the sole Australian distributor for
Yutong buses
, one of the world's leading bus manufacturers. In Western Australia, we operate both the
Perth IVECO dealership
and
Yutong Bus Centre WA
, providing industry-leading sales, service, and parts support to customers across the state.
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In this pivotal role, you'll be the voice of our service department, creating positive experiences at every touchpoint. You'll work closely with customers and internal teams, ensuring seamless communication, proactive follow-up and exceptional service delivery. Every day brings new challenges, opportunities to make an impact, and the chance to contribute to the success of a respected and growing organisation.
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If you're driven by customer satisfaction, enjoy building strong relationships, and take pride in delivering service excellence, this is your opportunity to join a team that values professionalism, teamwork, and continuous improvement.
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Be part of a business that's moving people forward and helping drive the future of transport in Western Australia.
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About the Role
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As the
Customer Experience Representative
, you will be the key contact for pre- service and post-service customer engagement while supporting the Service team.
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This is more than a customer service role, it's an opportunity to make a real impact.



You'll work closely with our Service team to elevate customer satisfaction, strengthen long-term partnerships, generate repeat business, and uncover new service opportunities. If you're ambitious, motivated, and eager to grow your career in a business where the sky's the limit, this is your chance to be part of a high-performing team that's committed to service excellence and continuous success.
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You will play a vital role in improving customer satisfaction, driving repeat business and identifying service opportunities through structured follow‐ups, feedback collection and proactive communication.
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Key Duties & Responsibilities:
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 Conduct structured post‐service follow‐ups via phone and email
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 Capture and record customer feedback across service quality, communication and outcomes
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 Maintain accurate records in CRM/DMS systems
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 Identify trends, recurring issues and areas for improvement
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 Escalate customer concerns promptly to management
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 Proactively re‐engage inactive or "lost" customers
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 Manage customer contact schedules aligned to service intervals
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 Support targeted retention and reactivation campaigns
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 Assist Service Advisors with outbound calls, booking confirmations and customer updates
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 Coordinate service scheduling and maintain communication.
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 Support backlog communications to ensure customer expectations are managed
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 Identify opportunities for additional service work and promote service campaigns
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 Support conversion of opportunities into confirmed bookings
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 Work collaboratively with Service and Parts teams
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 Prepare reports on customer satisfaction,



follow‐up performance and engagement trends
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 Maintain high data quality and contribute insights to improve processes
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 Deliver a professional, empathetic and customer‐focused service at all times
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 Contribute to a positive and proactive customer service culture
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Skills, Experience & Attributes
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 Previous experience in a customer service, service support or call‐based role (automotive highly regarded)
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 Strong communication and interpersonal skills
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 Confident engaging with customers via phone and email
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 Experience using CRM or customer management systems
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 High level of organisation and time management
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 Ability to multitask and work in a fast‐paced environment
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 Proactive, solutions‐focused mindset with strong attention to detail
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What We Offer
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Competitive remuneration package
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Laptop and all business tools required to succeed
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Ongoing training and career development opportunities
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A friendly, supportive, and growing team environment
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Why Join VDI Australia
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At VDI Australia, we invest in your growth. Comprehensive in‐house training is provided to ensure you build confidence, expand your technical skills, and stay up to date with evolving vehicle technology.
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We are DRIVEN by our company values: Dedication, Responsibility, Innovation, Value, Excellence and Nurture. These values shape the way we support our people, our customers, and our wider community.
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This is an excellent opportunity to join a nurturing, respected, and well‐established business that offers ongoing training, genuine career development, and a friendly, inclusive team that truly cares about its people. If you are passionate about delivering exceptional service with honesty and integrity, we want to hear from you!
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VDI Australia is an equal prospect company that encourages and supports diversity and inclusion in all our workplaces. Check us out on our website –
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📌 Customer Experience & Service Support Officer (Perth)
🏢 VDI Australia
📍 Perth