Knowledge Management & Process Specialist

Knowledge Management & Process Specialist

About the department:

The BYD After Sales Service Department manages service, maintenance and Customer Care for our fully electric vehicles across Europe. Key responsibilities include building a robust after-sales service network, providing technical support, calculating Life Cycle Costs to assist sales, expanding the spare parts business, and delivering training programs. Focused on ensuring customer satisfaction and loyalty, we are now looking for a Knowledge Management Specialist for Customer Care Division. This role will be vital in assuring a proper Knowledge base and optimized processes for Customer Care Agents. Knowledge management specialists are responsible for communicating with other departments to verify information about policies, product knowledge, process, and compile scripts, and then organizing them in a logical way and sharing them with agents.

What You'll do:

1. Design processes and formulating regulatory instruments to ensure the customer service team can handle cases with reference to instructions.
2. Collect and organize the business knowledge, product information, and scripts.
3. Upload questions to the test base and holding tests.

Qualifications and Requirements:

• Proven experience in developing and implementing knowledge management strategies and solutions.
• Familiarity with knowledge management technologies (e.g., content management systems, databases, collaboration tools) and best practices.
• Strong analytical skills and the ability to leverage data to inform knowledge management efforts and measure success.
• Experience in knowledge sharing, process improvement, and fostering a culture of continuous learning within an organization.
• Excellent communication and interpersonal skills, with the ability to engage and train staff across different levels and departments.
• Fluent English
• Automotive Industry is a plus

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 a positive impact by joining a diverse and dynamic team 🌏

About BYD Europe

As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems, and other new energy products, as well as related after-sales services.