Job Description
/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 quick-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
• Skilled growth & development — gain broad exposure across customer relations, dealer networks and the automotive industry. /n
• Supportive, high-visibility workplace — 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 clear 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

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