About XPENG Australia:
At XPENG Australia, we are redefining the future of smart electric vehicles. Guided by our mission of 'Powering Possibilities,' we innovate at the intersection of technology, sustainability, and superior design. Join us in shaping a world where driving is smarter, greener, and more exciting.

Position Overview:
We are looking for a motivated and experienced Customer Service Manager to manage our customer service department. In this role, you will be responsible for managing customer inquiries and resolving issues related to orders, products, and services. You will answer calls and emails and any inbound communication from customers and work closely with our team to provide timely updates and solutions. Please note, this position does not involve cold calling. The only outbound calls you will make are to inform customers of updates regarding their orders. Automotive experience highly regarded.

Key Responsibilities:

• Answer inbound calls and respond to emails from customers regarding inquiries, issues, and feedback.
• Provide clear and accurate information about products, services, and order statuses.
• Handle customer complaints with empathy, understanding, and professionalism, ensuring a positive resolution.

• Communicate outbound calls to customers to provide updates on the status of their orders, including shipping and delivery timelines.
• Assist customers with tracking, returns, exchanges, and any order-related concerns.

• Customer Communication:
• Order Management:

Skills and Qualifications:

• Proven experience in customer service. Automotive Experience highly regarded.
• Strong verbal and written communication skills.
• Ability to remain calm under pressure and resolve issues effectively.
• Exceptional problem-solving skills with a customer-first mindset.
• Strong organisational skills with attention to detail.
• Proficiency in using customer service software, email, and phone systems.
• Ability to lead and motivate a team to achieve high standards of service.
• Ability to build inter-departmental relationships as required for the sharing of resources and information in a timely fashion.

About you:

• Desire to meet objectives and reach new heights
• Ability to multi-task in a fast-paced environment
• Experience handling high volumes of customer enquiries and targets
• Exceptional communication skills and telephone manner
• Strong computer literacy including internet and social media
• Possess a positive attitude
• Capable of working independently but also able to work effectively within a team
• Full training provided

How to Apply:
Submit your resume and a cover letter outlining your experience to [email protected]

XPENG Australia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.