Do you love creating outstanding customer experiences and building lasting relationships?

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.

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.

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.

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.

If you're driven by customer satisfaction, enjoy building solid relationships, and take pride in delivering service excellence, this is your opportunity to join a team that values professionalism, teamwork, and continuous improvement.





Be part of a business that's moving people forward and helping drive the future of transport in Western Australia.

About the Role

As the Customer Experience Representative , you will be the key contact for pre- service and post-service customer engagement while supporting the Service team.

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.

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.

Key Duties & Responsibilities:

Conduct structured post service follow ups via phone and email

Capture and record customer feedback across service quality, communication and outcomes

Maintain accurate records in CRM/DMS systems

Identify trends, recurring issues and areas for improvement

Escalate customer concerns promptly to management





Proactively re engage inactive or "lost" customers

Manage customer contact schedules aligned to service intervals

Support targeted retention and reactivation campaigns

Assist Service Advisors with outbound calls, booking confirmations and customer updates

Coordinate service scheduling and maintain communication.

Support backlog communications to ensure customer expectations are managed

Identify opportunities for additional service work and promote service campaigns

Support conversion of opportunities into confirmed bookings

Work collaboratively with Service and Parts teams

Prepare reports on customer satisfaction, follow up performance and engagement trends

Maintain high data quality and contribute insights to improve processes

Deliver a professional, empathetic and customer focused service at all times

Contribute to a positive and proactive customer service culture

Skills, Experience & Attributes

Previous experience in a customer service, service support or call based role (automotive highly regarded)

Strong communication and interpersonal skills

Confident engaging with customers via phone and email

Experience using CRM or customer management systems

High level of organisation and time management

Ability to multitask and work in a fast paced environment

Proactive, solutions focused mindset with strong attention to detail

What We Offer

- Competitive remuneration package
- Laptop and all business tools required to succeed
- Ongoing training and career development opportunities
- A friendly, supporti

📌 Customer Experience (Australia)
🏢 VDI Australia
📍 Australia