About GAC Group
Established in June 1997, Guangzhou Automobile Group Co., Ltd. (GAC Group) is a prominent Chinese automotive manufacturer and has been listed among the Fortune Global 500 for 12 consecutive years.
About GAC International Australia
In May 2025, GAC Group established GAC International Australia to oversee operations in Australia, New Zealand, Papua New Guinea, Fiji, and other Oceania countries. This strategic move aims to introduce GAC's electric, hybrid and fuel-powered vehicles to the Australian market, offering consumers a diverse range of choices.
GAC International Australia is seeking passionate professionals to join our dynamic team. If you're eager to be part of a forward-thinking company that values innovation and supports professional development, explore opportunities with GAC International Australia today
About the Job
Scope of Role: This role is responsible for establishing and managing GAC's aftersales customer service operations in the Australian market
Key Responsibilities
1. Call Centre Operations — Priority Focus
* Define and manage KPIs for the outsourced call center to ensure alignment with OEM standards.
* Optimize call scripts, SOPs, and case-handling workflows to improve First Contact Resolution.
* Promote a multi-channel service experience (phone, email, online chat, social media).
2. After-sales Customer Care
* Handle aftersales inquiries, warranty policy explanations, parts information requests, and maintenance appointment coordination.
* Work closely with dealer service managers to ensure consistent implementation of service policies.
* Supervise case management quality and efficiency within the ticketing system.
3. OEM Customer Experience Management — Priority Focus
* Deeply understand and implement global customer service standards set by headquarters (OEM).
* Regularly deliver VOC (Voice of Customer) reports to provide the Australia management team with accurate customer insights from the local market.
* Provide customer experience recommendations during new model launches, OTA updates, and product improvements.
4. Complaint Escalation & Crisis Handling
* Manage day-to-day and major escalated complaints (e.g., vehicle quality issues, aftersales disputes, ACL-related matters).
* Coordinate with Legal, Technical, and Dealer Network teams to resolve complex cases.
* Identify potential public opinion or media risks and propose timely mitigation plans.
5. User Operations & Lifecycle Management
* Develop user lifecycle management strategies for the aftersales stage.
* Improve customer retention metrics (e.g., return-to-service rates, service frequency) and NPS.
6. Data Analysis & System Management
* Analyze aftersales user data, complaint data, and call center data to propose improvement plans.
* Collaborate with HQ IT teams to optimize CRM, DMS, and call center systems.
What We Are looking for?
Experience
* 5+ years of call center management experience, preferably in an automotive OEM.
* Experience working with dealer networks is a strong plus.
* Familiarity with Australian Consumer Law (ACL) is highly advantageous.
Skills
* Strong understanding of aftersales processes (maintenance, warranty, parts, complaints).
* Customer-centric mindset with the ability to enhance user service experience.
* Competence in call center operations, including data analysis and process optimization.
* Excellent communication skills, with the ability to handle high-pressure complaint situations.
* Proficient with CRM, ticketing systems, and call center platforms (IVR, ACD).
Job Type: Full-time
Pay: $100,000.00 – $120,000.00 per year
Work Location: In person