GAC is seeking a customer-focused and solutions-oriented Customer Service & Contact Centre Representative to support its growing automotive operations in Australia.

Based in our Macquarie Park office, this role is a key point of contact for customers, providing professional support across inbound and outbound enquiries, customer case management, customer experience (CX) issues and basic technical guidance.

Working closely with internal teams, dealerships and relevant stakeholders, the successful candidate will help ensure customer enquiries are managed efficiently, issues are resolved promptly, and every interaction reflects GAC’s commitment to quality and customer satisfaction.

As the business evolves, the role will also contribute to the coordination of digital customer service channels and the ongoing development of an integrated, customer-centric service experience.

Hours of Operation

- Standard operating hours are 9:00 am to 5:00 pm Australian Eastern Time (AET).
- The role is office-based at GAC’s Macquarie Park, NSW office.
- The successful candidate will manage inbound and outbound customer enquiries, case follow-ups and related activities during these operating hours.
- Working hours will align with Australian Eastern local time, including applicable daylight saving changes.

Key Responsibilities 1. Inbound & Outbound Customer Contact

- Manage inbound customer calls, emails and other customer enquiries professionally and efficiently.
- Conduct outbound calls to follow up on open cases, customer concerns and outstanding actions.
- Provide accurate information regarding vehicle ownership, aftersales support, warranty processes, servicing pathways and dealership contacts.
- Maintain a high standard of communication, empathy and professionalism.
- Assess customer needs, determine urgency and direct enquiries to the appropriate team where required.

2. Customer Case Management

- Create, document, categorise and manage customer cases within the CRM or case management system.
- Take ownership of cases from initial contact through to resolution or appropriate handover.
- Monitor open cases, follow up outstanding actions and ensure progress within agreed service levels.
- Liaise with dealerships, technical teams, warranty, parts, logistics and other stakeholders to facilitate timely resolutions.
- Escalate complex,



sensitive or high-priority cases in accordance with established procedures.
- Maintain accurate case notes, customer records and resolution outcomes.
- Identify recurring customer issues and contribute to continuous improvement.

3. Customer Experience (CX) & Complaint Resolution

- Manage customer experience cases, complaints and service concerns with empathy and accountability.
- Keep customers informed of progress, next steps and expected timeframes.
- Work collaboratively with stakeholders to achieve timely, customer-focused outcomes.
- Identify emerging customer dissatisfaction and escalate appropriately.
- Support a consistent and positive customer experience throughout the vehicle ownership journey.
- Capture customer feedback and identify opportunities to improve service delivery.

4. Basic Technical & Aftersales Support

- Provide first-level, non-diagnostic technical guidance using approved knowledge resources, FAQs and product information.
- Assist customers with basic vehicle functionality, features, owner documentation and general ownership enquiries.
- Direct customers to authorised dealerships or qualified technical personnel for complex diagnostic, repair, safety or warranty assessments.
- Record technical symptoms and customer descriptions accurately to support further investigation.
- Operate within established guidelines and the scope of the role.

5. Dealership & Stakeholder Coordination

- Build effective working relationships with the dealer network and internal departments.
- Coordinate customer follow-ups and outstanding actions with relevant stakeholders.
- Communicate case requirements clearly and ensure appropriate ownership of actions.
- Support consistent application of service procedures, escalation pathways and communication standards.

6. Future Digital Customer Service Coordination

- Coordinate enquiries received through digital channels, including web forms, email, online portals and messaging platforms as these capabilities are introduced.




- Support consistent case management across voice and non-voice channels.
- Assist with the implementation and refinement of digital customer service workflows.
- Identify opportunities to improve response times, customer self-service and the digital customer journey.
- Support the adoption of current customer service systems, tools and processes.

Key Performance Indicators (KPIs)

- Customer satisfaction (CSAT) and customer feedback.
- Call handling quality and professionalism.
- Responsiveness to inbound enquiries and outbound follow-ups.
- Case resolution time and adherence to service level agreements (SLAs).
- Case documentation accuracy and CRM data quality.
- Open case ageing, follow-up compliance and backlog management.
- Quality of complaint handling and escalation management.
- Collaboration with dealerships and internal stakeholders.
- Contribution to process improvement and digital service initiatives.

Skills & Experience

Essential

- Previous experience in the automotive industry, ideally in customer service, a contact centre, dealership operations or aftersales support.
- Demonstrated experience managing inbound and outbound customer enquiries.
- Strong case management, follow-up and administrative skills.
- Excellent verbal and written communication skills, including the ability to manage challenging customer conversations professionally.
- A customer-first mindset, with empathy, problem-solving ability and attention to detail.
- Confidence using CRM, case management, contact centre or customer service systems.
- Ability to manage competing priorities, maintain accurate records and follow established processes.
- Ability to work collaboratively with multiple stakeholders in an office-based environment.

Desirable

- Previous experience working for an automotive OEM or importer, preferably in customer experience, aftersales or customer relations.
- Experience working with dealer networks, warranty teams, technical departments or national customer support operations.
- Familiarity with automotive warranty processes, service pathways and vehicle ownership enquiries.
- Experience with CX case management, complaint resolution and escalation frameworks.
- Exposure to digital customer service platforms, omnichannel contact centres or customer journey improvement initiatives.

📌 Customer Service & Contact Centre Representative (Macquarie Park)
🏢 GAC International Australia
📍 Macquarie Park