Customer Service Representative

XPENG, a global electric-vehicle maker expanding its ANZ operations, is looking for a full-time Customer Service Representative to join its Melbourne-based, onsite team. This role supports both the dealer network and end customers, acting as the primary liaison between headquarters, dealers and active cases. It’s a hands-on position to start, with potential to grow into team oversight, system management, reporting and process improvements as the business scales.

The right person enjoys problem solving, clear communication and working with multiple parts of the business to help customers get answers and solutions fast. If you thrive in a role that blends frontline service with opportunities to influence processes and customer experience, this could be a good fit.

In this role, you’ll be based in Melbourne and work onsite as part of XPENG’s overseas business team, supporting both dealers and customers across channels.

A day in the life of a frontline advocate

You’ll handle daily customer inquiries across phone, email, social media and website webchat, working to resolve issues promptly and maintain high satisfaction. You’ll also manage VOR loan vehicles as part of service operations and keep product knowledge up to date so you can guide customers accurately.

You’ll support dealerships in upholding customer care standards and look for opportunities to improve processes. You’ll manage customer entitlements and expectations in line with Australian Consumer Law, and you’ll prepare documentation for ACL and tribunal matters. You’ll produce regular customer case reports and update FAQs, templates and consistent communication standards across channels. Additional duties may be assigned as needed.

Essentials to do the job well

To be considered, your background should include these core capabilities:

• Experience handling customer concerns at dealership and OEM levels
• Excellent written and verbal communication
• Familiarity with Australian Consumer Law and tribunal procedures
• Background in customer care or managing a contact centre
• Strong problem-solving and critical thinking skills
• Proven ability to work across teams and coordinate with multiple departments
• Capacity to stay calm and focused under pressure

Tips for applicants

Lead with your hands-on experience: put your history of handling dealership and OEM customer concerns at the top of your resume, and note the channels you’ve managed (phone, email, social, webchat) and the outcomes you achieved.

Show proof you can write and speak clearly: include short samples or summaries of customer-facing communications that demonstrate a calm, precise tone and helpful guidance.

Be ready to talk ACL and tribunal work: prepare a concrete example where you managed entitlements under ACL or prepared documentation for a tribunal matter, including the result and any learning.

Ask about how the role scales: inquire how the position evolves from hands-on case management to team oversight, system management, reporting and process improvements for CX as the business grows.