Business Performance Analyst

Business Performance Analyst - Customer Care Division

About Us:

The BYD After Sales Customer Care & Development Department ensures the delivery of 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 Business Performance Analyst for the Customer Care Division. This role will be vital in assuring KPI, score calculation, data monitoring, and reports for Customer Care and BYD After Sales Service Department.

Your Role:

As a Business Performance Analyst, you will:

• Analyze the indicators of timely response and timely resolution of various business departments, presenting the findings in monthly reports.
• Establish a set of KPI assessment rules, which should be presented as documents for the customer service team, and regularly update and optimize them in combination with actual operation.
• Calculate KPI scores, conduct analysis, and share KPI assessment scores of the customer service team on a monthly basis.
• Produce KPI-related reports.

Qualifications and Requirements:

• Bachelor's or Master's degree in Business, Marketing, Information Technology, or a related field preferred.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Strong analytical and problem-solving ability.
• Experience in data analysis and creating dashboards is a plus.
• Knowledge of NPs measurement is a plus.
• Proactive, self-motivated, and able to work independently and as part of a team.
• Minimum 5 years of work experience with at least 3 years experience in the same role.

What 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 Mission:

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 a positive impact by joining a diverse and dynamic team 🌏