Customer Experience Representative

Do you love creating outstanding customer experiences and building lasting relationships?

As our business continues to grow, we are looking for an enthusiastic and customer-focused Customer Experience Representative to join our dynamic WA Service team based in Perth.

Are you energized by environments where every interaction matters and where your communication, organisation and attention to detail can make a real difference? If you're passionate about helping customers, solving problems, and delivering service that exceeds expectations, we want to hear from you.

At Vehicle Dealers International Pty Ltd (VDI), we're proud to be the sole Australian distributor for Yutong buses, one of the world's leading bus manufacturers. In Western Australia, we operate both the Perth IVECO dealership and Yutong Bus Centre WA, providing industry-leading sales, service, and parts support to customers across the state.

In this pivotal role, you'll be the voice of our service department, creating positive experiences at every touchpoint. You'll work closely with customers and internal teams, ensuring seamless communication, proactive follow-up and exceptional service delivery. Every day brings new challenges, opportunities to make an impact, and the chance to contribute to the success of a respected and growing organisation.

If you're driven by customer satisfaction, enjoy building strong relationships, and take pride in delivering service excellence, this is your opportunity to join a team that values professionalism, teamwork, and continuous improvement.

Be part of a business that's moving people forward and helping drive the future of transport in Western Australia.

About the Role

As theCustomer Experience Representative, you will be the key contact for pre- service and post-service customer engagement while supporting the Service team.

This is more than a customer service role, it's an opportunity to make a real impact. You'll work closely with our Service team to elevate customer satisfaction, strengthen long-term partnerships, generate repeat business, and uncover new service opportunities. If you're ambitious, motivated, and eager to grow your career in a business where the sky's the limit, this is your chance to be part of a high-performing team that's committed to service excellence and continuous success.

You will play a vital role in improving customer satisfaction, driving repeat business and identifying service opportunities through structured follow‑ups, feedback collection and proactive communication.

Key Duties & Responsibilities:

  Conduct structured post‑service follow‑ups via phone and email

  Capture and record customer feedback across service quality, communication and outcomes

  Maintain accurate records in CRM/DMS systems

  Identify trends, recurring issues and areas for improvement

  Escalate customer concerns promptly to management

  Proactively re‑engage inactive or “lost” customers

  Manage customer contact schedules aligned to service intervals

  Support targeted retention and reactivation campaigns

  Assist Service Advisors with outbound calls, booking confirmations and customer updates

  Coordinate service scheduling and maintain communication.

  Support backlog communications to ensure customer expectations are managed

  Identify opportunities for additional service work and promote service campaigns

  Support conversion of opportunities into confirmed bookings

  Work collaboratively with Service and Parts teams

  Prepare reports on customer satisfaction, follow‑up performance and engagement trends

  Maintain high data quality and contribute insights to improve processes

  Deliver a professional, empathetic and customer‑focused service at all times

  Contribute to a positive and proactive customer service culture

Skills, Experience & Attributes

  Previous experience in a customer service, service support or call‑based role (automotive highly regarded)

  Strong communication and interpersonal skills

  Confident engaging with customers via phone and email

  Experience using CRM or customer management systems

  High level of organisation and time management

  Ability to multitask and work in a fast‑paced environment

  Proactive, solutions‑focused mindset with strong attention to detail

What We Offer

• Competitive remuneration package
• Laptop and all business tools required to succeed
• Ongoing training and career development opportunities
• A friendly, supportive, and growing team environment

Why Join VDI Australia

At VDI Australia, we invest in your growth. Comprehensive in‑house training is provided to ensure you build confidence, expand your technical skills, and stay up to date with evolving vehicle technology.

We are DRIVEN by our company values: Dedication, Responsibility, Innovation, Value, Excellence and Nurture. These values shape the way we support our people, our customers, and our wider community.

This is an excellent opportunity to join a nurturing, respected, and well‑established business that offers ongoing training, genuine career development, and a friendly, inclusive team that truly cares about its people. If you are passionate about delivering exceptional service with honesty and integrity, we want to hear from you!

VDI Australia is an equal opportunity company that encourages and supports diversity and inclusion in all our workplaces. Check us out on our website - www.vdiaustralia.com.au.