Customer Care Specialist

Customer Care Specialist is responsible for providing after-sales support and services to customers, ensuring they have an exceptional experience with BYD vehicles. This role involves effective communication, problem-solving, and customer relationship management, working closely with sales, product, and technical support teams. The goal is to enhance customer satisfaction, build brand loyalty, and contribute to continued growth of BYD in the European market.

Responsibilities:

1. Customer Complaint Collection and Handling
   • Collect and assist in handling customer complaints from European and Central Asian markets via various sources, including customer hotline, email, social media, etc.
   • Ensure that customer complaints are accurately recorded, prioritize complaints based on the urgency to ensure a swift and effective response.
2. Coordination and Collaboration to Resolve Complaints
   • Collaborate closely with regional customer care teams, dealerships, and other internal teams (such as technical and quality teams) to drive cross-departmental cooperation in resolving customer complaints.
   • Monitor the progress of complaint resolution, ensuring that feedback to customer is provided in a timely manner.
3. Management and Support of Regional Customer Care Teams
   • Provide guidance and support to regional customer care teams to ensure they handle customer complaints according to unified standards and processes.
   • Regularly assess and evaluate the work quality and efficiency of regional teams, suggesting improvements and providing necessary training and support.
   • Help regional teams improve complaint handling efficiency to ensure customer satisfaction.
4. Data Analysis and Reporting
   • Monitor and analyze customer complaint data across regions, produce regular reports.
   • Propose continuous improvement measures based on the analysis of complaint data to enhance overall customer experience and satisfaction.

Your Profile:

1. Bachelor’s or Master's degree in Business, Marketing, Information Technology, or a related field preferred.
2. Excellent communication and interpersonal skills.
3. Ability to manage multiple tasks and projects simultaneously.
4. Strong analytical and problem-solving abilities.
5. Experience in data analysis and creating dashboards is a plus.
6. Knowledge of NPS measurement is a plus.
7. Proactive, self-motivated, and able to work independently and as part of a team.

We offer:

• Performance and experience-based competitive remuneration, pension plan.
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance.
• Department & company-wide teambuilding events.
• An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team 🌏