Customer Care Operations Manager
Your career starts on Magnet.me
Create a profile and receive smart job recommendations based on your liked jobs.
Customer Care Operations Manager
About Us
The BYD After sales Customer Care & Development Department ensures excellent customer service experiences across all customer touchpoints. We optimize the customer journey and enhance customer experience through digital platforms, call center, roadside assistance services, user app management, and marketing content in line with European corporate and consumer protection standards. Focused on ensuring customer satisfaction and loyalty, we are now looking for a Customer Care Operations Manager to manage the future in-house call center in the Customer Care Division. This role will be vital in overseeing the entire operations of the call center.
Role Responsibilities
- Oversee the end-to-end customer service processes, ensuring efficiency and effectiveness.
- Manage customer support teams and optimize agents' workload planning and workflows to ensure prompt resolution of customer issues.
- Monitor key performance indicators (KPIs) related to customer service, such as response times, resolution times, and customer satisfaction.
- Implement automation and system improvements to streamline operations.
- Ensure compliance with data protection rules and other legal regulations.
- Assume responsibility for budgeting and tracking expenses. Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
Qualifications and Requirements
- At least 10 years of experience in call center start-up management and setting. Preferably with experience in the automotive industry.
- Bachelor’s degree in business administration, management, or a related field.
- Fluent in English (Chinese proficiency is desirable).
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 wants to create a positive impact by joining a diverse and dynamic team 🌏
As BYD’s first overseas subsidiary, BYD Europe B.V., now located in Schiedam, the Netherlands, was founded in 1998.
BYD Europe mainly focuses on New Energy products, including Electric Vehicles (principally buses), Rechargeable batteries, Solar Panel, Energy Storage and Rail Transit.
Besides that, BYD has two factories in Europe, one located in Komarom, Hungary, and the other located in Beauvais, France. Electric…
As BYD’s first overseas subsidiary, BYD Europe B.V., now located in Schiedam, the Netherlands, was founded in 1998.
BYD Europe mainly focuses on New Energy products, including Electric Vehicles (principally buses), Rechargeable batteries, Solar Panel, Energy Storage and Rail Transit.
Besides that, BYD has two factories in Europe, one located in Komarom, Hungary, and the other located in Beauvais, France. Electric buses manufactured by those two factories will be exported to customers across continental Europe. It is also in partnership with Alexander Dennis in the UK which assembles jointly developed buses for the UK market.
Up to now, the footprint of BYD electric vehicles covers over 70 major European cities, which will undoubtedly grow in the future.
Change language to: Dutch
This page is optimised for people from the Netherlands. View the version optimised for people from the UK.