/n About Geely /n • Geely is a global leader in smart electric vehicles and automotive innovation. /n • Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin. /n • With $100B+ assets and 140,000+ employees worldwide. /n • A 13-year Fortune Global 500 innovator with a world-class AI cloud powerhouse and a 20-satellite network enabling safer autonomous driving. /n • 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. /n • Mission & Vision: A Sustainable Future, A Better World /n • Core Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovative /n • Culture: Achiever, Problem-Solving, Benchmarking, Compliance /n /n Why Join Us (What You Will Love) /n 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: /n • Front-row seat to a fast-growing global EV brand — be part of Geely’s rapid expansion in Australia. /n • Make a real impact on customer satisfaction & brand loyalty — your work directly shapes how customers experience our brand. /n • Professional growth & development — gain broad exposure across customer relations, dealer networks and the automotive industry. /n • Supportive, high-visibility environment — work closely with the Customer Relations Lead and build expertise in complaints handling, escalation management and regulatory case support. /n /n Why This Role: /n • 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. /n • 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. /n /n /n /n Key responsibilities: /n Customer Case Management /n • Respond to inbound and outbound customer enquiries via phone, email and digital channels, providing explicit and accurate information in a timely manner. /n • Manage cases end-to-end, documenting all key touchpoints across systems to maintain accurate records and close cases efficiently. /n • Resolve customer issues within defined KPIs such as first contact resolution, customer satisfaction scores, handling time and accuracy of information. /n • Build and maintain positive customer relationships, manage expectations and proactively address customer needs. /n Cross-Functional &

• Dealer Collaboration /n • Engage and collaborate with internal teams (Warranty, Technical, Sales, Marketing) to resolve customer cases and exceed customer expectations. /n • Liaise with dealer service and sales teams on escalations, documentation requirements and process adherence. /n • Support dealer communication and training to ensure consistent and premium customer experience. /n CRM &

• Data Quality /n • Maintain accurate and up-to-date customer records across CRM systems with strict adherence to privacy and compliance requirements. /n • Perform data quality checks, correct discrepancies and support continuous improvements to CRM workflows, processes and system enhancements. /n • Assist in the development and implementation of customer service policies, procedures and efficiency improvements. /n Reporting &

• Insights /n • Prepare regular reports on case volumes, customer satisfaction, trends and root cause analysis.



/n • Monitor KPIs and provide insights to support improvement initiatives and operational excellence. /n Compliance &

• Regulatory Support /n • Assist with documentation and preparation for regulatory cases (e.g., ACCC, Fair Trading) in collaboration with the Legal team. /n • Ensure all communication logs, case records and customer data comply with policies, procedures and audit requirements. /n Customer Engagement &

• Campaign Support /n • Support outbound campaigns including recalls, service programs, customer invitations and marketing-driven activities. /n • Conduct follow-up calls and gather customer feedback to support CSI and customer loyalty. /n Future Scalability &

• BPO Support /n • Assist in preparing SOPs, scripts, FAQs and workflows to support future customer service scaling or outsourcing initiatives. /n • Support onboarding and quality monitoring of external partners and handle escalations beyond frontline support. /n • Ensure consistent and high-quality customer experience across all service channels. /n /n Job Requirements: /n • 1 – 2 years’ experience in customer relations and / or call centre environment. /n • Strong written and verbal communication skills. /n • Ability to remain calm and professional in high-pressure situations. /n • Team player with a cooperative and proactive approach to problem-solving. /n • Be resilient and effective in handling customer issues with a high level of care and empathy, demonstrating conflict-resolution and problem-solving skills. /n • Proficiency with MS Office (Excel, Word) and confidence across digital platforms. /n • Detailed-oriented with great time management and organizational skills. /n • Car enthusiast (passionate about the automotive industry and how it operates), with automotive industry experience preferred but not essential. /n • Have an open, friendly personality. /n /n /n /n Office &

• Transport: /n • Newly renovated modern office with electric adjustable sit-stand desks. /n • Only a 4 mins walk from Macquarie Park Metro station to our office, easy driving access via A3, Epping Rd, and M3 nearby. /n /n

📌 Customer Relations Officer (Sydney)
🏢 Geely Auto Australia
📍 Sydney