Customer Service Specialist - Automotive Industry

Drive impact. Optimise performance. Shape the future of GWM.

Are you ready to join one of Australia's most innovative automotive manufacturers? Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact? If so, we have an exciting opportunity for you!

About GWM Australia

GWM is the powerhouse behind the renowned Chinese automaker's local presence. We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, hybrid, and cutting-edge electric models. Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4x4 SUV, and the innovative Ora EV and many more exciting vehicles and technology on the horizon!

With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.

Why Join Us

GWM is quickly becoming one of the leading automotive brands in Australia and New Zealand. With ambitious plans to introduce even more groundbreaking products, there’s no better time to join our team and accelerate your career to new heights!

What We Offer

• Be part of a high-growth automotive brand with big ambitions in ANZ
• Work in a role with real ownership, influence and visibility
• Collaborate with talented, high performing internal teams
• A strong work-life balance / flexibility
• A+ culture driven by innovation, collaboration, and success
• Access to 24/7 counselling services for you and your family
• 12 weeks paid parental leave for primary care givers and 6 weeks for secondary care givers
• Access to the Family Lease Vehicle Program

About The Role

Reporting to the Customer Operations Manager, GWM are on the hunt for a customer-focused and analytically capable Customer Service Specialist, to support our Customer Experience and Technical Department across a range of teams. You will be responsible for delivering high-quality support across customer service, service operations, warranty administration, campaign management (including vehicle launches and recalls) and the technical team when required.

The position requires strong Mandarin and English communication skills to support a diverse customer and dealer network, as well as the ability to interpret service data, identify trends, and contribute to operational improvements.

Leveraging your prior experience as a Service or Warranty or Technical advisor within an OEM or dealership environment, this role acts as a key liaison between customers, dealerships, and internal stakeholders.

Key Responsibilities

• Act as a primary point of contact for customer and dealer enquiries related to service, maintenance, and repair concerns.
• Provide bilingual (Mandarin/English) support to ensure clear communication and high service satisfaction.
• Resolve customer complaints efficiently, ensuring alignment with company policies and service standards.
• Support dealerships with technical or process queries and escalate complex concerns where required.
• Collaborate with dealership service teams to ensure consistent delivery of service standards and processes.
• Provide guidance and support on service procedures, policies, and best practices.
• Assist with the rollout and support of new service initiatives and operational improvements.
• Support the planning and execution of vehicle launch activities from a service readiness perspective.
• Review, validate, and process warranty claims in accordance with OEM policies and guidelines.
• Investigate and resolve warranty discrepancies or disputes with dealerships.
• Analyse service, warranty, and customer data to identify trends, risks, and improvement opportunities.
• Prepare regular reports and dashboards to support decision-making.
• Work closely with internal teams including technical support, operations, product, and customer experience.
• Support communication between OEM headquarters and local market teams, particularly for Mandarin-speaking stakeholders.
• Contribute to process improvement initiatives and system enhancements.

Skills And Experience

• Previous experience as a Technician or Service Advisor within an automotive OEM or dealership environment.
• Fluency in Mandarin and English (written and spoken).
• Strong understanding of automotive service processes, warranty policies, and customer experience standards.
• Analytical capability with experience interpreting data and generating insights.
• Strong analytical and Excel skills
• Excellent problem-solving, communication, and stakeholder management skills.
• High attention to detail and ability to manage multiple priorities.

Become a vital part of a dynamic team representing one of ANZ’s fastest-growing automotive brands! If you’re passionate about performance, obsessed with optimisation and ready to make your mark - we’d love to hear from you.