Our client CHERY Motor Australia is a global automotive manufacturer of EV and ICT-powered vehicles and one of the world’s largest exporters. They are seeking a Service Advisor - Tech Support to join their high-performing customer experience team based at their Rhodes head office. This role is ideal for someone with strong automotive technical knowledge who is passionate about delivering exceptional customer service.
In this role, you will be the key point of contact for customers and service partners, providing technical guidance, diagnosing vehicle performance, and coordinating service solutions. You will manage customer enquiries, provide accurate advice on repairs, timelines, and costs, and liaise closely with workshop and dealer networks to ensure a seamless customer experience while supporting escalations and maintaining high service standards.
Key responsibilities:
- Act as the primary point of contact for customer enquiries, delivering a high level of professional and timely customer service across phone, email, and digital channels
- Build strong relationships with customers by understanding their concerns and providing clear, accurate, and transparent communication throughout the service process
- Assess customer issues and translate them into detailed and actionable repair orders for workshop teams
- Provide accurate service recommendations, cost estimates, and realistic timelines, ensuring customer expectations are effectively managed
- Proactively update customers on the progress of their vehicle service or repair, ensuring a seamless and positive customer experience
- Handle customer concerns, complaints, and escalations with empathy and professionalism, ensuring prompt resolution and customer satisfaction
- Liaise closely with technicians, parts departments, and dealership teams to ensure efficient service delivery and timely turnaround
- Ensure all customer interactions and service records are accurately documented in line with company systems and compliance requirements
- Identify and develop opportunities to improve customer experience and contribute to continuous improvement initiatives across aftersales operations
- Maintain up-to-date knowledge of CHERY vehicles, services, and emerging automotive technologies to confidently support customer enquiries
- Proven experience as an Automotive Technician/Mechanic, Service Advisor, or in a Technical Support role within the automotive industry
- Strong diagnostic and troubleshooting skills with the ability to interpret technical information and repair processes
- Excellent communication skills, with the ability to explain technical concepts to non-technical customers
- Experience working within a dealership or OEM environment (highly regarded)
- Exposure to electric and hybrid vehicle technology is advantageous
- Familiarity with CRM systems, service platforms, and workshop processes
- Demonstrated experience in a customer-facing role, delivering high levels of customer service
To submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Nitin Gundagowni on 0478 307 002.
To view all Bayside Group job opportunities, visit www.baysidegroup.com.au
