Are you passionate about delivering exceptional customer experiences andbuilding strong relationships?
Do you thrive in a fast‑paced service environment where communication, follow‑up and attention to detail make all the difference?
Vehicle Dealers International Pty Ltd (VDI) is the sole Australian distributor for Yutong buses. In Western Australia, VDI operates both the Perth IVECO dealership and Yutong Bus Centre WA, delivering industry-leading sales, service and parts support.
Due to continued growth, we are seeking a Customer Experience & Service Support Officer
to join our WA Service team based in Perth.
This role is critical in ensuring a consistent, high‑quality customer experience, supporting service operations and strengthening customer retention and engagement.
About the Role
As the Customer Experience & Service Support Officer, you will be the key contact for post-service customer engagement while supporting the Service Advisor team.
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 during peak periods
- 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 industry 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, mobile phone, 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
