About the department:

The Service Engineering Department is within BYD Europe aftersales service center is responsible for managing the aftersales service level including but not limited to Service Network management, customer journey management, Dealer service management and etc. The detailed job contains service shop privilege management, Service shop building requirement setup, NPS management, complaint-closure management and etc.

As Service Engineering Assistant you will:

The Service Engineering Assistant reports directly to the Service Engineering manager. This Role will also take responsibility for monitoring, supporting part of customer journey to make sure service level remains in the reasonable level, push the responsible team to deal with the problem on time within the system or email, create the weekly, monthly summary report.

This Role will also pick up the service network management including service shop info alignment with all BYD aftersales platform which can be non-system manual work at the initial stage.

This Role will collaboratively work with every aftersales team especially regional management team together ensure the service level.

Key Objectives and Responsibilities

• Monitor Intelligent Customer Support System: Oversee customer complaints and consultations, ensuring prompt and effective resolution by relevant teams

• Voice of Customers: Act as the voice of customers across various channels, identifying pain points and creating reports to contribute to key improvements, including system iteration and process workflow optimization.

• CRM System Operation: Manage and maintain the platform to ensure smooth and uninterrupted operation.

• NPS Analysis and Visualization: Support ongoing NPS measurement via data analysis and dashboard creation.

• Service Network management: make sure all the info updated via all BYD aftersales platform about the service network.

Additional Responsibilities:

• Maintain and update the service shop list.

• Assist in user research and data analysis projects.

• Participate in training sessions to ensure knowledge sharing and team development.

• Initiate and lead your own projects to drive improvements and innovation within the customer care function.

Your profile:  

Education:

Bachelor’s or Master's degree in Business, Marketing, Information Technology, or a related field preferred.

Skills:

1. Excellent communication and interpersonal skills.
2. Ability to manage multiple tasks and projects simultaneously.
3. Strong analytical and problem-solving abilities.
4. Experience in data analysis and creating dashboards is a plus.
5. Knowledge of NPS measurement is a plus.
6. Proactive, self-motivated, and able to work independently and as part of a team.

We offer:

1. Job in a fast developing company which embodies sustainable and forward-thinking technology;
2. Performance and experience based competitive remuneration, commuting allowance;
3. Team building events and employee learning opportunities.

About BYD

BYD is a leading, high-tech multinational company, based in Shenzhen, China. It operates in four core fields of IT, automotive, new energy, and rail transit and employs over 220,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

BYD Europe BV located in Schiedam, Netherlands is the marketing and sales HQ of BYD Co., Ltd based in Shenzhen, China. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.